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How to Perform AI Ticket Triage & Routing

When managing incidents, one of the most important and labor-intensive tasks is determining what has actually happened, what impact it could have, and which steps need to be taken to resolve the situation. A key part of this is determining the severity and urgency of the incident, as well as which tools or other CIs and assets it relates to, and, ultimately, which response flow it should be routed to.

Ronan McQuillan

Dec 3, 2025

6 AI Change Management Tools for 2026

Up until now, handling change has been one of the core service management processes that has been the most challenging to automate. Analyzing the costs, impact, and risks associated with change can be a highly complex, cognate process that traditional, deterministic workflow automation tools often struggle with. This is particularly prevalent in IT and operations management contexts. Today, we’re exploring how AI change management is changing the picture here. Specifically, we’re going to check out the market for AI change management tools, including what these platforms do, what to look for, and which specific solutions are available:

Ronan McQuillan

Dec 2, 2025

AI Service Management | Use Cases & Implementation

Service management is by far one of the most widespread real-world use cases for internal AI implementations. On the one hand, this can be explained by the fact that service management is such a broad term, covering several key business areas. On the other hand, these kinds of processes are particularly well-suited to AI-powered automation, combining high-volume, often repetitive tasks with a need for more complex interpretation and analysis to understand end-users’ issues.

Ronan McQuillan

Nov 27, 2025

AI Agents for Business Operations + Use Cases and Tools

Agentic AI is quickly transforming the way businesses handle all kinds of internal processes. Compared to traditional automation tools, AI agents are capable of handling a far wider variety of tasks, including those that might otherwise require human reasoning and decision-making. As such, the potential to improve efficiency, accuracy, and cost-effectiveness in our workflows is huge. Today, we’re examining one of the most prominent clusters of use cases by diving deep into AI agents for business operations, including everything from key use cases to the tooling we can rely on to implement agentic systems.

Ronan McQuillan

Nov 20, 2025

How to Automate Internal Approvals with AI

Internal approvals are some of the most prevalent workflows in just about every organization. In fact, these are critical to all kinds of processes where we need to control access to specific resources or when users can carry out various actions. This is crucial for a range of compliance, security, and other operational reasons. But at the same time, managing approval workflows manually can create huge amounts of admin work.

Ronan McQuillan

Nov 13, 2025

AI Ticket Triage | Benefits, Tools & Implementation

Ticket triage is one of the most widely adopted use cases for AI-powered workflows. Huge numbers of teams have already adopted some form of AI processing on their incoming tickets for a range of internal and external support functions. However, there are a few distinct ways we can go about this, from AI tools within dedicated ticketing and support platforms to more customized solutions. Today, we’re diving deep into AI ticket triage, including what to look for in solutions, and how we can build AI-powered workflows for handling incoming tickets with Budibase.

Ronan McQuillan

Nov 12, 2025

What is AI Data Entry? + Building 5 Examples

Data entry is one of the areas where the impact of AI is most apparent. As a highly repetitive, time-consuming task, AI-powered automations have the potential to be completely transformative here. However, this is also quite a broad term. That is, there are a huge number of workflows and tasks that we could describe as requiring some element of data entry. At the same time, there are several key ways that we can leverage LLMs and other AI tools to enhance these workflows.

Ronan McQuillan

Nov 6, 2025

What is Conversational Ticketing? + Tool Stacks & Use Cases

AI chat is fast becoming a core part of how teams in every industry manage all kinds of user-facing workflows. Conversational ticketing is probably the best example of this. Ticketing workflows, where end-users submit issues, problems, or other requests and queries in a structured format, to be triaged and resolved by support agents, create huge workloads for a range of internal teams. This is most obvious in teams like IT, HR, or customer support, which dedicate huge resources to fielding incoming tickets.

Ronan McQuillan

Oct 30, 2025