Riverbed has introduced its first Agentic AI-powered solution, Aternity Self-Service, enabling employees to resolve IT issues autonomously and reducing pressure on service desks across hybrid workplaces. The new capability forms part of Riverbed’s wider AIOps-driven observability platform and is designed to significantly cut ticket volume, speed resolution times and boost both employee and IT productivity.
Aternity Self-Service uses Agentic AI to triage, diagnose and remediate IT issues without relying on traditional service desk processes. Unlike conventional self-service portals or chatbots, which typically offer limited assistance and often fail to solve underlying problems, Aternity Self-Service completes end-to-end resolution. When an issue is detected, the AI agent performs triage, conducts endpoint and network diagnostics, applies fixes, and validates them. If a problem cannot be resolved autonomously, the system automatically generates a detailed ticket and bypasses Level 1 support entirely.
For example, if a unified communications application such as Microsoft Teams or Zoom crashes, the agent can diagnose the cause, restart affected processes and confirm the application has recovered, enabling employees to return to work in minutes. This automation reduces manual workload for IT teams while dramatically improving digital experiences.
According to Riverbed’s 2025 report, The Future of IT Operations in the AI Era, based on responses from 1,200 leaders and technical specialists across seven countries, employees spend an average of 42 per cent of their work week using UC tools. At the same time, 43 per cent of organisations report performance issues with these systems, contributing heavily to helpdesk volume. The research found that UC-related tickets take an average of 43 minutes to resolve. Riverbed says Aternity Self-Service can materially reduce this burden by addressing root causes before requests reach support teams.
Key benefits of Aternity Self-Service include autonomous resolution of common IT issues, an open skills architecture that combines endpoint telemetry with network analytics, intelligent ticket escalation that provides context-rich information to IT teams, and rapid deployment within Microsoft Teams and other enterprise platforms.
Richard Tworek, Riverbed’s Chief Technology Officer, said the new solution helps organisations shift from reactive support to a more proactive, productive model. “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,” he said. “Employees can resolve common IT issues without waiting for the traditional ticket handling process to complete. The agent runs diagnostics, applies fixes, records the analysis for 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.”
Riverbed’s approach to Agentic AI emphasises governed autonomy, multi-agent collaboration and human oversight, ensuring organisations maintain trust, control and compliance. The company said the technology creates a more scalable and future-ready IT environment while improving digital employee experience.
The launch follows Riverbed’s introduction of its Data Express Service in October and is part of a series of planned innovations across the Riverbed Platform. Aternity Self-Service is currently available in limited release, with organisations able to request demonstrations to evaluate its impact on ticket volume, resolution speed and digital workplace performance.
