Xurrent

Outside systems are reached through Xurrent iPaaS, an integration platform built into every subscription, whose connectors carry authenticated actions into ServiceNow, Jira Cloud, Okta, ClickUp, Google Drive and Microsoft Outlook, where the Outlook connector reads, sends, moves and archives mail through a Microsoft Entra app registration. A Connector SDK lets teams build their own connectors with triggers, actions and authentication.

In incident response, Sera Scribe joins Zoom or Microsoft Teams war room calls and posts live updates and summaries to the incident's Slack channel, and Sera reads pull requests and deploys from GitHub with read access. The six service desk agents act inside Xurrent itself, changing requests, linking configuration items and creating problems.

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Six agents divide the request lifecycle and pass work along it: the Intake Agent checks a new request for missing details, the Triage Agent finds duplicates, links configuration items and sets impact, the Resolution Agent drafts a reply from a known fix, the Closure Agent checks the resolution once a request completes, and the Knowledge and Problem Management Agents turn finished work into articles and clustered incidents into problems.

Each agent is a set of skills, and each skill returns reasoning, evidence, a verdict and a confidence score. Underneath, workflows sequence tasks, approvals and phases for changes, and iPaaS runbooks add multistep logic with try and catch blocks, concurrency limits and retries.

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Sera AI runs retrieval augmented generation over permissioned data inside the customer's environment, grounding answers in the account's knowledge base, request templates and request history.

The virtual agent searches knowledge articles within the services it covers and returns concise summaries, so an article with no service never surfaces, and the Resolution Agent sends only validated articles the requester can open in Self Service.

The Knowledge Agent keeps that base current by drafting articles from resolved requests and flagging stale or contradictory ones every week, and a readiness report checks every article for a service, keywords, a description and instructions.

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Each agent skill is switched on separately and set to Suggest or Auto Confirm, and acting skills hold back below a confidence threshold. In Suggest mode the verdict lands as an internal note on the request and nothing on the record changes until a specialist acts on it; an Agent Actions inbox view that gathers these suggestions is not yet available in production.

By default the Resolution Agent's drafted reply waits as an internal note marked not sent until a specialist sends it, drafted knowledge articles wait for the service's Knowledge Manager to validate them, and drafted problems go to the Problem Manager. Request classification can run in suggest mode, where a specialist confirms each proposed category, impact and team, and Sera in incident response never changes production on its own.

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Sign in runs through SAML or OIDC single sign on with providers such as Okta, Azure, OneLogin and Google Cloud Identity, with SCIM and just in time provisioning, multifactor authentication, session timeouts and lockout rules set by the account owner.

Seventeen account roles, from Auditor and Specialist to Knowledge Manager, Problem Manager, Account Designer and Account Administrator, decide who sees and changes what, and only Account Administrators or Account Designers configure agents. The incident product adds custom roles with team and account permissions.

Xurrent holds ISO 27001:2022 and ISO 27018 certificates and SOC 2 reports for its service management and incident products, states a C5 attestation from Deloitte and offers bring your own key encryption.

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An Agent Audit Log on each request lists every agent run, including runs that changed nothing: what triggered it, which skills ran, each skill's outcome and the actions taken or skipped, with timestamps. Each skill writes a note holding its reasoning, evidence, verdict and confidence score.

The record audit trail names who created or changed each field and when, Auditors and Account Administrators can browse every creation, update and deletion across record types, and instruction changes land in an Agent Designer audit trail. A dashboard tracks runs this week, average success rate and time saved, counting a person's change to an agent's action within seven days as a correction.

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Agents keep no memory store of what they learn about a user or team from one request to the next. Each run reads the record in front of it, its notes, linked records and the account's request history, which is the service desk's own data. Agent instructions and Sera AI Studio guidance are text administrators write and the agents follow.

Virtual agent conversations are saved in My Chats for the user to review, and in incident response Sera carries what it saw when an alert fired into questions asked later in the same incident. Rejected classifications stop being offered as top matches in that account, a rule the classifier applies.

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Customers choose where their data lives: production runs in a Global instance in the European Economic Area, hosted on AWS in Ireland and Germany, or in the United Kingdom, Switzerland, Australia or the United States, each with its own API and MCP endpoints, and all customer data stays in the chosen region.

Sera AI runs on AWS Bedrock and keeps processing in the customer's region for organizations under GDPR, ITAR or similar rules, with no retention of calls made within a session. Separate QA and demo environments mirror each production region. Xurrent runs the service only on AWS, with backups kept in the primary operating region.

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Six prebuilt agents ship in Agent Designer, each owning one stage of service work and useful alone: Intake asks requesters for missing details, Triage detects duplicates, links configuration items and assesses impact, Resolution answers from validated articles and known errors, Closure checks a completed request's resolution against what was asked, Knowledge drafts and maintains articles, and Problem Management groups incidents on one configuration item into draft problems.

Administrators enable an agent and scope it to the teams or services it works for. Incident response adds Sera Investigate, Scribe, Querier, Brief and postmortem drafting, and the iPaaS App Store installs ready made integration solutions.

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Work reaches the agents through events, schedules and channels. Assigning a request to the Intake, Triage or Resolution Agent as its member starts a run, completing a request starts the Closure and Knowledge Agents, and creating an incident or linking a configuration item to one starts the Problem Management Agent, while the Knowledge Agent also checks articles once a week.

Requests arrive from the Self Service virtual agent, from email through the Mail API and from monitoring tools through the Events API. In incident response, alerts from integrations such as Datadog open incidents, Sera Investigate starts from a button or a Slack channel, and a mention in Slack puts a question to Sera.

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Sera AI runs on foundation models served through AWS Bedrock, which Xurrent selects and operates without naming the model maker or the models. Customers get no picker, per agent model setting or bring your own key option for the agents and assistants Xurrent ships, and AWS is the only AI inference provider on the subprocessor list. The MCP server lets a customer's own assistant, such as Claude or Copilot Studio, work in Xurrent with whatever model that assistant uses, while the six service desk agents and Sera in incident response keep running on Xurrent's choice.

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Developers drive the platform through REST and GraphQL APIs covering requests, workflows, configuration items, services, SLAs and people, plus a bulk API for import and export, an events API for monitoring tools, a mail API, webhooks, OAuth applications and SCIM provisioning, with regional endpoints and a client library for .NET.

A hosted MCP server, with endpoints per region, OAuth sign in or a personal access token and an enumerated tool list, lets Claude, Copilot Studio or Cursor create and update requests, post notes, draft knowledge articles, create problems and run reports under the user's own roles. Incident response has its own API and Terraform support.

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Sera AI Studio holds a golden set of test cases: an administrator pairs a prompt with the knowledge article or request template the virtual agent should return, picks the user it runs as and runs the whole set, scoring each row pass or fail with its response time and answer under an overall pass rate.

A configurable threshold flags rows below the accepted accuracy, and a notice fires when a rerun scores lower than the one before, so changes to instructions, templates or articles are checked before end users see them. Template and knowledge readiness scores show configuration gaps, and specialists rate Sera Assist replies.

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Sera works through Xurrent's own records, APIs and integration connectors and does not drive a browser or a desktop. The virtual agent is a chat widget inside the Self Service portal, the six service desk agents act on requests, articles and problems inside the platform, and iPaaS runbooks call application APIs through connectors. In incident response Sera Scribe joins Zoom or Microsoft Teams calls to transcribe them and Sera reads GitHub pull requests through an integration, so no agent operates a third party interface by clicking, typing or moving between screens.

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