The boring part of an AI agent is the part that works

Most of the time an incident spends "being worked on" isn't work. It's waiting to reach someone who can act on it. An alert fires, an email lands in a shared inbox, somebody skims it, guesses which team owns it, forwards it, and that team decides it isn't theirs. On a bad night that loop costs you an hour before anyone has opened a terminal. I built an agent to collapse that loop for a BSS platform, and it took mean time to resolution on routed incidents from around two hours to about ten minutes.