Notes on RPA, agentic AI, and ServiceNow — mostly the operational lessons that don't show up in the docs.
RPA and agentic AI solve different problems. Here's how to tell which one you actually need, and when you need both.
A breakdown of the three pieces that turn an LLM from a chatbot into an agent that gets things done — and where each one tends to fail.
Traditional ITSM triage relies on rigid categorization rules. An agentic approach can read the actual request and route it correctly — with the right guardrails.
Giving an AI agent the ability to take real actions in enterprise systems means governance can't be an afterthought. A practical framework for guardrails that don't kill velocity.