Automated agent for proactively alerting a user of l1 it support issues through chat-based communication

A method, comprising:

• instantiating an automated agent on a computing device;
• monitoring, by the automated agent, a system of record instantiated on a computing system for any failure events affecting a client device of a user having records maintained by the system of record;
• in response to the monitoring of the system of record, determining, by the automated agent, a failure event affecting the client device of the user;
• upon determining the failure event affecting the client device of the user, proactively alerting, by the automated agent and via a chat channel, the user to the failure event;
• and
• informing, by the automated agent and via the chat channel, the user of a remediation step available to address the failure event,
• wherein the failure event is communicated to the system of record via a communication channel other than the chat channel.

A non-transitory machine-readable storage medium comprising instructions that, when executed by a processor, cause the processor to:

• instantiate an automated agent on a computing device;
• monitor, by the automated agent, a system of record instantiated on a computing system for any failure events affecting a client device of a user having records maintained by the system of record;
• in response to the monitoring of the system of record, determine, by the automated agent, a failure event affecting the client device of the user;
• upon determining the failure event affecting the client device of the user, proactively alert, by the automated agent and via a chat channel, the user to the failure event;
• and
• inform, by the automated agent and via the chat channel, the user of a remediation step available to address the failure event,
• wherein the failure event is communicated to the system of record via a communication channel other than the chat channel.

A computing device comprising a processor and memory storing instructions that, when executed by the processor, cause the processor to:

• instantiate an automated agent on the computing device;
• monitor, by the automated agent, a system of record instantiated on a computing system for any failure events affecting a client device of a user having records maintained by the system of record;
• in response to the monitoring of the system of record, determine, by the automated agent, a failure event affecting the client device of the user;
• upon determining the failure event affecting the client device of the user, proactively alert, by the automated agent and via a chat channel, the user to the failure event;
• and
• inform, by the automated agent and via the chat channel, the user of a remediation step available to address the failure event,
• wherein the failure event is communicated to the system of record via a communication channel other than the chat channel.