This is the Trace Id: e8e79b00fbb6cf420e1644d08aed3d72
Skip to main content All stories AI & Microsoft Copilot Azure Dynamics 365 Microsoft 365 Microsoft Security Microsoft Power Platform Microsoft Teams Mercedes-AMG PETRONAS F1 Team NFL Premier League Microsoft 365 Dynamics 365 Microsoft Power Platform Microsoft Teams Microsoft Security Nonprofit Microsoft Security Azure Dynamics 365 Microsoft 365 Microsoft Teams Windows 365 Microsoft AI Azure Space Mixed reality Microsoft HoloLens Microsoft Viva Quantum computing Sustainability Education Automotive Financial services Government Healthcare Manufacturing Retail Find a partner Become a partner Partner Network Microsoft Marketplace AppSource Blog Microsoft Advertising Developer Center Documentation Events Licensing Microsoft Learn Microsoft Research View Sitemap
2/7/2025

Atomicwork brings AI agents to service management with Azure AI Foundry

Share the story

Atomicwork is a leading provider of agentic service management software that empowers business teams to transform the digital workplace experience for employees and automate service delivery.

Operating in a space with established industry players with decades of experience, Atomicwork stands out with its next-generation ITSM and ESM platform, centered around their specialized AI agents.

Built on Microsoft Azure AI Foundry, Atom uses an ensemble AI approach, using the right model for each specific use case, ensuring that every part of the user experience benefits from the model’s specialized strengths.

Atomicwork

Early adopters of Atom have seen immediate benefits. One customer reported a 20% deflection rate on initial implementation, which increased to 65% within 6 months. Aside from productivity gains, the Agentic service management platform has reduced operational costs and increased employee satisfaction, and enabled service teams to focus on more strategic projects.

Two white screenshots on a purple background of the UI of Atom, an AI-powered platform, answering questions.

Customer background

Atomicwork, an agentic service management software provider, was founded in 2022 and has quickly grown to over 50 employees in the United States, Singapore, and India. The company specializes in an AI-first approach to IT and enterprise service management, setting itself apart by developing its platform from the ground up with artificial intelligence at its core. The company's unique value proposition is its conversational service management platform, which fundamentally reimagines how businesses approach IT service management (ITSM) and enterprise service management (ESM).

As hybrid work reshapes the modern enterprise, efficient IT service management and digital workplace automation have become essential to driving productivity and enhancing employee experience. With Microsoft Teams and Slack at the heart of workplace collaboration, Atomicwork delivers service management solutions directly to end users, simplifying IT operations and empowering businesses to scale faster and operate more efficiently. With Atomicwork the portal experience comes to the users; the goal is to avoid going to a portal altogether.

Unlike traditional service management providers who have had to retrofit AI capabilities into legacy systems, Atomicwork's platform was designed in the age of advanced AI, allowing them to create an AI-native architecture from the get-go. This timing advantage has allowed them to develop a more integrated, efficient solution that directly addresses the changing needs of the modern hybrid workforce rather than bolting-on AI as an afterthought. Since emerging from stealth mode, the company has achieved significant milestones, including replacing established players in enterprise environments.

The challenge: from service desk to innovation leaders

Traditional service management systems struggle to provide the agility and efficiency required in today's digital workplace. Atomicwork identified a critical issue: legacy platforms are siloed, with disconnected tools and outdated technologies impeding real-time communication and adaptability. Implementing enterprise-ready service management solutions becomes a complex task, requiring significant effort to build and maintain integrations across various components of the employee tech stack.

The effects on productivity are significant. Service teams such as IT and HR are inundated with operational tasks and repetitive inquiries. Basic questions like "How do I get VPN support?" or "Where can I find my payslip?" consume their workday, diverting valuable resources away from strategic initiatives. This reliance on human involvement for routine service requests causes delays and inefficiencies, especially in Level 1 and Level 2 support scenarios.

The burden extends beyond service teams and affects the entire organization. Employees experience app fatigue and productivity drains as they deal with massive amounts of digital data across numerous software tools. Teams at all levels, from individual contributors to leadership, find themselves spending too much time looking for information and status updates on traditional support portals, rather than focusing on value-added tasks. The cumulative effect undermined organizations' ability to set and achieve strategic objectives.

According to Lenin Gali, Chief Digital and Business Officer at Atomicwork, "Over the last three decades—from BMC Remedy to ServiceNow—traditional service management has evolved but still requires high setup overhead and maintenance. However, they have all been focused on how IT can best serve employees. What we needed in the next generation was to empower employees and IT to best serve themselves using automation and an Agentic AI approach."

The transformation of service management from a cost center to a strategic enabler required a complete rethinking of how employees interact with IT services. The key is to embed operational knowledge and business automation directly into the flow of work—in the collaboration tools that employees use every day.

The solution: building an AI-native service platform 

Atomicwork chose Microsoft Azure AI as the foundation for their next-generation service management platform because of its deep integration into business ecosystems and widespread adoption by global enterprises. Recognizing that many of their target customers were already using Microsoft products like Teams, Atomicwork saw an opportunity to integrate their AI Agent, Atom, directly with the tools employees use daily. This includes everything from Teams to Microsoft Entra ID, Intune, SharePoint, Outlook and GitHub Enterprise; every knowledge and workflows app an enterprise is likely to be using.

"When it came to AI models, the Azure AI platform was miles ahead for enterprise-segment offerings compared to alternatives," says Lenin Gali.

“The combination of accuracy, performance, and built-in security aligned perfectly with our AI and information security principles.” Most enterprise environments already had Microsoft Teams, so embedding Atomicwork's conversational interface was a natural fit.

When it came to AI models, the Azure AI platform was miles ahead for enterprise-segment offerings compared to alternatives.

Lenin Gali, Chief Digital and Business Officer, Atomicwork

Architectural diagram of Atom, AI assistant, showing implementation between all products used.
More about this diagram