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Riverbed, the leader in AIOps for observability, has introduced Riverbed Aternity Self-Service, its first Agentic AI-powered solution that enables employees to autonomously triage, diagnose, and resolve IT issues. This innovation transforms digital employee experience (DEX) by automating support processes, slashing service desk costs, and enhancing productivity through reduced tickets, quicker resolutions, and a frictionless, zero-touch experience in hybrid environments.
Traditional self-service portals and chatbots often fall short, leaving users dissatisfied and IT overwhelmed with escalating tickets. Aternity Self-Service leverages Agentic AI to manage the full resolution lifecycle: upon issue detection, the AI performs triage, conducts endpoint and network diagnostics, applies targeted fixes, and verifies success with optional human review. For persistent problems, it auto-generates enriched tickets for advanced support, streamlining the entire process and minimizing manual interventions in complex hybrid setups.
Riverbed's 2025 research, "The Future of IT Operations in the AI Era," surveying 1,200 leaders across seven countries, shows UC tools consume 42% of employee time yet cause 43% of performance issues, with each ticket averaging 43 minutes to resolve. Aternity Self-Service targets these pain points—for instance, resolving a MS Teams or Zoom crash by diagnosing, restarting processes, and validating functionality—restoring access in minutes, not hours, and curbing ticket influx from UC frustrations.
Key advantages include autonomous handling of routine issues to lower ticket volumes and accelerate MTTR, an open skills architecture combining modular AI with telemetry for accurate insights, and intelligent escalation that provides context-rich tickets to prevent rework. Its ecosystem integrations enable deployment into tools like Microsoft Teams, allowing resolutions directly in the workflow, fostering a seamless digital support layer that scales with enterprise needs.
“Aternity Self-Service delivers on the promise of Agentic AI by taking the employee frustration out of support and turning it into an IT productivity booster,” said Richard Tworek, Chief Technology Officer at Riverbed. “By leveraging Riverbed’s first new Agentic AI solution, employees can resolve common IT issues without waiting for the traditional ticket handling process to complete. The self-service agent runs diagnostics, applies fixes, records the analysis and the work done in a ticket for record-keeping and auditing, and gets the employee back to work in minutes rather than hours. This reduces ticket volume, speeds resolution, and frees IT teams to focus on higher-value projects that drive real business impact. With Riverbed, organizations can deliver a smarter, smoother, and truly seamless digital experience for every employee.”
Riverbed's Agentic AI framework emphasizes governed autonomy, multi-agent orchestration, and oversight to build trust, creating a future-proof IT landscape. This launch follows the recent Riverbed Data Express Service and signals ongoing innovations in the Riverbed Platform, supporting global enterprises in optimizing DEX.
Aternity Self-Service is now in limited availability. Request a demo at riverbed.com/enabling-technology/agentic-ai to explore AI-driven autonomous support.
Riverbed, the leader in AIOps for observability, helps organizations optimize their user’s experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improves IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences.
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