AI Agent Playbook - How to Qualify Employee Requests Before Creation

About this Playbook

Some requests need more context before the IT team can start working.
The Qualification playbook lets the AI Agent ask employees targeted questions before creating the request — ensuring it contains the right details from the start.

When to Use It

Use this playbook for cases such as:

• Equipment issues (broken, lost, or stolen)

• VPN or access problems (new access, password reset, connection failure)

• Software malfunction (type of error, frequency, device)

How It Works

1. The employee initiates a message in Siit or Slack.

2. The AI Agent detects that more information is needed.

3. It asks one or several clarifying questions (e.g., “Is the device broken, lost, or stolen?”).

4. Once it has all the necessary context, it creates the request with those details pre-filled.

Why It’s Useful

• IT agents no longer chase missing details.

• Tickets are ready to resolve upon creation.

• Employees experience a smoother interaction — no back-and-forth later.

Example in Action

Employee: “I lost my laptop.”

AI Agent → “Thanks. Can you confirm which device was lost?”

Employee: “MacBook Air 2023.”

AI Agent → Creates request Lost equipment report, adds device info, and routes it to the correct service.

✅ Result: Requests arrive complete, enabling IT teams to act immediately.