Keeping AI-in-the-human loop

Digital Workplace Services

As agentic AI is adopted, the primary concern for IT leaders is not capability, it is control. Automation must accelerate resolution without removing human judgement, particularly where decisions affect access, security or critical business services.

At the same time, user expectations continue to rise. Employees expect support that is fast, accurate and personalized to their role, device and working context. A generic, one-size-fits-all experience increases friction, even when automation is technically effective.

The challenge is to combine autonomy and personalization with clear escalation paths, predictable behavior and measurable outcomes, without slowing the service desk down.

Agentic AI handles high-volume, repeatable actions automatically, but when employees need it or when predefined risk, ambiguity or policy thresholds are triggered, Aurora uses advanced generative and deterministic flows, for true agentic workflow flexibility with essential “AI/human-in-the-loop” (HiTL) safeguards, ensuring critical decisions retain human oversight and accountability.