Riverbed Revolutionizes DEX with Aternity Self-Service Powered by Agentic AI

Riverbed, the leader in AIOps for observability, announced the company’s first Agentic AI-powered solution, Riverbed Aternity Self-Service, empowering employees to initiate self-service requests that triage, diagnose, and resolve issues autonomously. Aternity Self-Service optimizes IT support and dramatically reduces service desk costs, boosting employee and IT productivity by delivering automated remediation, fewer tickets, faster resolutions, and a zero-touch digital support experience.

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In hybrid workplaces, IT service desks are under unprecedented pressure. Rising ticket volumes, outdated IT service management (ITSM) practices, and the complexity of unified communications (UC) tools are driving up costs and slowing resolution times. Gartner projects that by 2029, organizations adopting intelligent ITSM automation could reduce service desk incidents and requests by 60% compared to 2025. Aternity Self-Service makes this real, .

Aternity Self-Service: From Reactive to Autonomous IT Support

Unlike traditional self-service portals or chatbots, which offer limited assistance and often fail to resolve even basic issues, leaving users frustrated, Riverbed Aternity Self-Service applies Agentic AI to handle end-to-end issue resolution. Once a problem is detected, the AI agent executes triage, runs endpoint and network diagnostics, applies fixes, and validates resolution with human oversight controls as needed. If the issue persists, it automatically generates a fully contextualized ticket for higher-level support, bypassing Level 1 triage entirely. For example, if an employee experiences a crash with a unified communications (UC) application such as MS Teams or Zoom, the Aternity Self-Service agent runs diagnostics, identifies the service issue, restarts affected processes, and confirms the UC tool is back online. Employees return to work in minutes rather than hours, and IT avoids time-consuming manual triage and escalations.

Riverbed’s latest 2025 research ‘The Future of IT Operations in the AI Era’ spanning 1,200 leaders and technical specialists from seven countries, revealed that while employees spend 42% of their work week using UC tools, 43% of organizations report performance issues indicating that UC-related issues may be the primary source of helpdesk tickets, each ticket taking on average 43 minutes to resolve. By addressing the challenges and reducing the volume of support tickets, it will significantly help organizations transform IT operations.

Key benefits of Aternity Self-Service include:

• Autonomous Issue Resolution: Automatically resolves common IT issues, reducing ticket volume and lowering mean time to resolution (MTTR).
• Open Skills Architecture: Leverages modular AI skills with endpoint telemetry and network analytics for deeper insights and precise fixes.
• Smarter Ticket Escalation: Creates actionable, context-rich tickets for unresolved issues, saving time, and minimizing repeated escalations.
• Seamless Ecosystem Integration: Deploys quickly into Microsoft Teams and other enterprise systems, enabling employees to resolve issues where they work.

“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,” said Richard Tworek, Chief Technology Officer at Riverbed. “By leveraging Riverbed’s first new Agentic AI solution, employees can resolve common IT issues without waiting for the traditional ticket handling process to complete. The self-service agent runs diagnostics, applies fixes, records the analysis and the work done in a ticket for record-keeping and 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 that drive real business impact. With Riverbed, organizations can deliver a smarter, smoother, and truly seamless digital experience for every employee.”

Riverbed’s approach to Agentic AI ensures governed autonomy, multi-agent collaboration, and human oversight, delivering measurable impact while maintaining trust and control. Companies gain a scalable, future-ready IT environment where employees spend less time waiting for support, while the IT teams can focus on more strategic projects.

Riverbed continues to set the pace for innovation in the industry, unveiling a series of strategic advancements across the Riverbed Platform. Following last week’s launch of the Riverbed Data Express Service, the company introduced Riverbed Aternity Self-Service with more groundbreaking announcements on the horizon. This rapid cadence reflects Riverbed’s strong commitment to delivering high-impact solutions for enterprise customers worldwide.

Riverbed Aternity Self-Service is in limited availability now. Customers can request a demo to see how AI-powered, autonomous IT support can reduce ticket volume, speed up issue resolution, and transform the digital employee experience.

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