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ITSM — scoped connection, logged at the boundary.
ServiceNowSolutions · Customer Care
AI agents for Customer Care
Built on BRAIAN. CcAgent runs Customer Care processes inside the systems your teams already use, under a versioned policy.
AI agents for Customer Care
BRAIAN by ÆTERION runs Customer Care work as governed software. CcAgent is the specialised agent responsible for the domain: it executes sla and user request level 1-2-3 under a versioned policy, with a defined control regime for each process. Every decision is logged with timestamp, agent and policy applied, and every escalation reaches a named person.
Which processes run, and under which control regime?
Each Customer Care process is bound to one of two regimes. The regime is part of the policy, not an operating habit: it is enforced on every run.
- SLA
- Human-over-the-loop — the agent executes and writes back within its policy; a person reviews the audit log and is alerted whenever the policy escalates a case.
- User request level 1-2-3
- Human-over-the-loop — the agent executes and writes back within its policy; a person reviews the audit log and is alerted whenever the policy escalates a case.
CcAgent, the agent responsible for Customer Care
CcAgent holds only the tools its processes require. Its permissions, approval thresholds, model restrictions and data residency come from the policy version attached to each run — not from the agent itself.
- Scoped access to the Customer Care systems only, never across domains.
- Approval thresholds and model restrictions applied at runtime, on every action.
- Data residency in Switzerland and the EU.
- Every decision written to the append-only audit log.
One operating system, nine domains
Customer Care runs on the same execution engine, the same policy layer and the same audit log as the other seven domains. Adding a domain does not add a platform.
Which systems does CcAgent connect to?
Each connection is scoped, authenticated and logged at the boundary. Open an integration to see its capabilities, read or write access and required permissions.
See CcAgent run a real Customer Care process
A pilot runs one process end to end, in your environment, with metrics from day one.