Idea
AI platform delivering faster, transparent, on-device IT support diagnosis and remediation for enterprise endpoints.
Research Paper
Core Innovation
This paper presents VIGIL, an edge-extended agentic AI system that deploys desktop-resident agents for situated diagnosis and policy-driven remediation with explicit user consent and end-to-end observability. It advances prior work by enabling on-device AI support that reduces interaction rounds and accelerates diagnosis while maintaining transparency and trust.
Why It Matters
Enterprise IT teams struggle with diverse devices and complex policies that slow issue resolution and increase support costs. VIGIL reduces support interactions and accelerates diagnosis by running AI agents directly on user devices, enabling faster, self-service fixes with user trust and transparency. This approach scales across large fleets, improving operational efficiency and user satisfaction.
Market Size (TAM)
$20–50B TAM for enterprise IT support automation; $2–10B SAM from large enterprises and managed service providers. Driven by increasing device heterogeneity and demand for faster, scalable IT support.
Potential Customers & Pain Points
- Enterprise IT departments – Slow costly issue resolution
- Managed service providers – Need scalable transparent support
- Large organizations – Diverse device and policy management challenges
Business Model
Subscription-based SaaS platform charging enterprises per endpoint with tiered pricing based on features and support levels.
Competitive Landscape
- ServiceNow
- PagerDuty
- Splunk IT Service Intelligence
- IBM Watson AIOps
Implementation Challenges
- Integration complexity with diverse enterprise environments
- User privacy and consent management
- Adoption resistance due to trust in automated remediation
Validation Strategy
- Expand pilot to larger
- diverse enterprise fleets
- Measure impact on support cost
- resolution time
- and user satisfaction
- Conduct longitudinal studies on trust and adoption
- Integrate with existing ITSM tools for seamless workflows
Research Paper Overview
VIGIL: Towards Edge-Extended Agentic AI for Enterprise IT Support
Summary
Enterprise IT support faces challenges from diverse devices, changing policies, and rare failure modes that are hard to fix centrally. VIGIL deploys AI agents on user desktops to diagnose issues, retrieve knowledge, and apply policy-based fixes with user consent and full observability. In a 10-week pilot on 100 low-resource endpoints, VIGIL cut interaction rounds by 39%, sped diagnosis by 4x, and enabled self-service fixes in 82% of cases. Users reported high trust and usability, valuing transparency and on-device diagnosis even without prior knowledge matches. This pilot lays groundwork for safe, observable, scalable IT support improvements.