If you’ve wrestled with automating your IT service desk or customer support workflows lately, you might have noticed Automation Anywhere just pulled a major lever. In early November 2025, they announced the acquisition of Aisera, a company that specialises in agentic AI solutions, clever self-service agents designed to handle IT service management (ITSM), HR queries, and customer service autonomously.
So what’s the real shake-up here? Automation Anywhere isn’t just bolting on a chatbot; they are aiming to deepen their foothold in what’s called agentic process automation. Basically, they want these AI-driven agents to take over entire mission-critical processes without needing a human to babysit. It’s a shift from “helping humans automate tasks” to “letting AI agents run the show.”
Why should you care?
- For IT teams: Those repetitive tickets about password resets or access requests might soon be fully automated. No more chasing after the same old issues while burning out your helpdesk.
- For business owners: Imagine HR onboarding workflows running 24/7, instantly responding to new hires’ questions without a live rep involved. Faster turnaround, fewer bottlenecks, and a bit less stress when pushing payroll deadlines.
Let me break down what makes this a practical update:
| Feature | Benefit | Real-life Example |
|---|---|---|
| Self-service agents for ITSM | Automates routine IT requests with minimal human intervention | Auto-resetting passwords and provisioning software without manual tickets |
| HR automation agents | Instant, personalised responses to employee queries | Onboarding FAQs answered instantly, freeing HR staff |
| Customer service agents | Handles common customer issues autonomously, escalating only complex cases | Answering billing inquiries without waiting in queues |
From my experience wrestling with half-baked automations that felt more patchwork than panacea, this feels like a step towards AI that actually carries its weight on the factory floor. You’re not just pushing buttons faster, but letting AI take ownership of whole workflows, which is where the real value lies.
There’s still a fair bit of uncertainty about how these agents handle edge cases or integrate with legacy systems, and that can’t be glossed over. If your stack smells like it spent a weekend in a fish braai, you’re going to have some hurdles. But if you’re ready to ditch the tire-kicker automations and try something a bit more agentic that can act and reason simultaneously, the Automation Anywhere–Aisera combo is worth watching.
