Autonomous Enterprise Agents: Orchestrating Large and Small Language Models for Scalable Decision Automation in ITSM, HRSD, and CSM Platforms

Autonomous enterprise agents designed for orchestrated decision automation across information technology service management (ITSM), human resources service delivery (HRSD), and customer service and support (CSS) platforms are detailed. Growing enterprise demand for automation and decision support hinges on self-governing software agents capable of independent task scheduling and execution, yet ITSM, HRSD, and CSS environments present complex governance requirements that hinder the deployment of agent-based systems. Empirical evidence points to the existence of a shared set of conditions standardized data models and commonplace processes, together with solutions supporting rudimentary automation beneath the apparent diversity of cross-domain decision workflows. An agent composition is described, with an orchestration layer addressing scalability and risk management. The software agents underpinning enterprise automation seek to relieve staff of routine, low-level decisions while delivering consistent, reliable results. Orchestrated instances feature additional layers facilitating expansive collaboration through the decomposition of complex tasks into multiple subtasks and the admission of new capabilities via third-party extensions. Two intertwining sets of requirements reflect the diversity of enterprise domains: the specific conditions imposed by service management platform issues governing service-catalog operations, ticket lifecycles, and incident-resolution processes and wider concerns of privacy, confidentiality, and data protection, which are paramount when handling employee information.