Meet the First AI Help Desk Built for DevOps Automation
We are excited to announce the launch of DuploCloud AI Help Desk for DevOps—the industry’s first agentic help desk, where specialized AI agents resolve user requests in real-time. With DuploCloud’s AI Help Desk, DevOps engineers and IT administrators shift from writing tedious automation scripts to authoring AI agents that can complete help desk tasks independently.
Problem Statement
AI agents are beginning to transform many areas, from coding to self-driving cars. However, in the IT world, AI has largely been limited to simple, LLM-powered Q&A assistants. The industry has struggled to deliver true agentic capabilities that can complete the actual tasks and operations handled by the help desk. Most operational tasks that involve any write operations remain outside the purview of AI.
Delivering on the promise of AI Agents for IT isn’t a language model problem—it’s an orchestration challenge. We need a middleware layer between the user and the models, a framework that supports the following core capabilities:
- Context Awareness: High-level user requests are enriched with system context before reaching the LLM. For example, if a user asks, “Why is my cart service crashing?”, the framework adds details like “Cart service is running in the xyz Kubernetes cluster in the foobar namespace.” This enables the LLM to issue targeted actions—like running diagnostics—which the framework then executes. Context injection is essential for producing meaningful, actionable responses.
- Centralized MCP Tools: LLMs can’t directly run APIs on live systems. Agents handle this by using predefined libraries, or “tools.” But in large-scale IT environments, having each agent build its own tool for systems like AWS or Kubernetes is inefficient. A centralized server offering these tools—built on standards like Model Context Protocol (MCP)—is more effective. Many system vendors now publish such tools, and the framework should integrate them.
- Human in the Loop: Users should have the ability to configure an approval path where agents are optionally required to obtain user approval before executing certain actions. Additionally, users should be able to seamlessly insert their own actions into workflows by providing additional inputs.
- Access Control: Agents should have limited autonomous access to systems, with most access inherited from user permissions. This access control scheme should be enforced at the centralized framework level.
- Peer Programming Interface: There are many use cases, such as Infrastructure as Code (IaC), where DevOps teams need a peer programming interface with support for features like pull requests, terminal commands, and related collaboration tools.
Why a Help Desk Interface
The concepts of help desks, agents, and support tickets form the foundation of modern IT systems. End users describe their needs in a ticket, which is then assigned to a specialized individual on the IT team who addresses the issue offline and updates the ticket. While this is a well-established and widely accepted model, it is not real-time; delivery speed depends entirely on the efficiency of human agents.
We envision a future where IT operates through a real-time, AI-enabled help desk. In this model, administrators shift from writing automation scripts to building agentic flows. End users can assign their tickets to an AI agent selected from a catalog published by administrators. These agents can communicate with each other and reassign tickets as needed. The real-time ticketing workflow will include built-in human-in-the-loop functionality, supporting approvals, peer programming, terminal commands, and screen sharing between humans and agents.
Introducing A DevOps Specialized Agentic Help Desk
Enter the DuploCloud Automation Studio and AI Help Desk—an agentic AI solution powered by our orchestration framework to automate IT tasks:
- DuploCloud Automation Studio: The Automation Studio implements the orchestration framework described above. It delivers infrastructure automation through APIs, a Terraform provider, and MCP tools. Its capabilities span Kubernetes, observability, CI/CD, incident management, cost management, security, and more. DevOps teams can also extend the system by adding their own Terraform modules and MCP tools, leveraging existing automation assets.
- DuploCloud AI Help Desk: The AI Help Desk reimagines the help desk function for the DevOps domain, purpose-built from the ground up for agentic automation. It includes out-of-the-box agents for a wide range of DevOps use cases, such as Kubernetes troubleshooting, modernization, migration, and application performance investigation. DevOps teams can also add their own agents tailored to custom workflows specific to their business and infrastructure.
How Teams Are Using It
With DuploCloud’s AI Help Desk, DevOps teams ship faster, reduce errors, and avoid burnout. Users get their tickets resolved in real time instead of waiting for days.
Common use cases include:
- Infrastructure modernization workflows, such as translating Docker Compose to Kubernetes deployments
- An OpenTelemetry observability agent that troubleshoots application performance issues
- Running cloud cost optimization exercises
- Troubleshooting and configuring Kubernetes deployments
- Guiding new engineers through onboarding
With DuploCloud’s AI Help Desk, DevOps teams can automate and optimize everyday tasks from start to finish. Teams are using this framework to keep up with growing workloads—without having to grow their teams. Some customers are even embedding our help desk software into their own platforms with custom-built agents.
What’s Next
We are reimagining the IT Help Desk experience with a focus on DevOps use cases. But the framework we have built is applicable as a support interface for any IT vertical.
Any Independent Software Vendor (ISV) can embed the Duplocloud AI help desk experience in their core product with agents specialized to their custom use case.
Over the next few months, we’ll:
- Partner with teams to co-develop new agent use cases
- Add new pre-built agents for high-impact DevOps workflows
- Expand services and support for our AI Agents
If you want to try it, break it, and help make it better, we’d love to work with you.
Let us know what you want agents to do—and we’ll build it with you.
