User Action Provisioning Agent:

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To streamline and automate User Access Provisioning (UAP) processes—specifically onboarding, offboarding, and application‑level access updates—by reducing manual coordination across identity, service management, and application teams. The goal is to accelerate provisioning, improve compliance, and reduce sustainment workload.

 

Solution:

A User Action Provisioning AI Agent was developed that integrates directly with:

• ServiceNow for ticket orchestration and workflow routing

• OKTA for identity and access management

• Target applications requiring user account or role provisioning

The agent combines:

• A Poly.AI voice interface for conversational user interactions

• An OpenAI‑powered chat agent for interpreting requests and generating actions

• ServiceNow workflow orchestration for automated execution of UAP tasks

Together, the system performs end‑to‑end onboarding and offboarding actions, validates entitlements, and triggers provisioning workflows without manual operator intervention.

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Benefits:

• ~1,000 person‑hours saved annually: Significant reduction in manual sustainment activities through automated provisioning and deprovisioning.

• Faster onboarding/offboarding: Users gain required access quickly and reliably, improving productivity and compliance.

• Reduced human error: Automated workflows ensure accurate, policy‑aligned provisioning every time.

• Improved service experience: Voice and chat interfaces create a frictionless, self‑service interaction model for requestors.

• Scalable & extensible: Additional applications and workflows can be integrated without major process redesign.