How Axis Security uses Xpander.AI’s agent platform to power customer support ticket management

“Agentic AI,” or AI agents, has been the talk of the enterprise since late last year. But what does this idea—using large-scale language models (LLMs) to power discrete operations and focused workflows—actually look like when actually implemented in production?

Here’s a great example I heard about recently: a subsidiary of Hewlett Packard Enterprise (HPE). Axis Security teamed up with Israeli startup AI xpander.AI to largely automate its customer support ticketing system, scaling it to tens of thousands of end users at some of the world’s largest Fortune 500 companies operating in the airline, hospitality and more industries.

Through its partnership with xpander, Axis says it has been able to save thousands of hours per month and grow its team sustainably, avoiding costly and time-consuming hiring of new team members by augmenting existing employees with AI agents.

“The ability to imagine a feature and see it implemented within days without requiring engineering resources has been a game-changer for us,” said Noki Goren, director of engineering at Axis Security, in an interview with VentureBeat. “This is the future of enterprise technology.”

Why HPE acquired Axis Security

Axis Security, which was acquired by HPE in March 2023, specializes in Security Services Edge (SSE) solutions that improve enterprise network security and streamline access to enterprise resources. The acquisition was part of HPE’s strategy to expand its Secure Access Services (SASE) offerings, combining Axis’ SSE platform with Aruba’s SD-WAN technologies. This unified approach meets the growing need for seamless, secure connectivity in an era of hybrid work and global operations.

Axis Security’s SSE platform, Atmos, provides Secure Web Gateways (SWG), Cloud Access Security Brokers (CASB) and Digital Experience Monitoring (DEM). By joining the HPE ecosystem, Axis gained access to expanded resources, including an extensive sales team and technical support, which were instrumental in driving customer adoption and refining solutions.

Why Axis turned to Xpander.AI

Recognizing the need for scalable solutions to manage growing workloads and improve reliability, Axis Security has partnered with Xpander.AI to deploy advanced multi-agent AI systems.

“I have a sign above my team’s desk that says ‘automate everything,'” Goren noted. “I always teach them that when a task is done more than once, that’s something we need to focus on automating…we need to make an effort to never have to manually do the same operation twice.”

Xpander’s Agent Graph System (AGS) is central to this effort. Unlike traditional automation tools, AGS structures workflows into multi-step processes managed by interconnected AI agents. These agents intelligently navigate API calls and tasks, ensuring precision and efficiency.

“Multi-agent AI has changed everything for us,” Goren said. “With Xpander’s tools, we’ve automated complex tasks like ticket enrichment and customer communication workflows without writing a single line of code.”

Tangible real-world time and cost savings thanks to agentic AI for the enterprise

One of the most transformative use cases for Axis’ Xpander technology involves managing customer support tickets.

Using Xpander’s AGS, Axis automates the retrieval and contextualization of diagnostic data for support tickets. This system now:

• Automatically queries multiple internal systems for relevant data.
• Contextualizes this information into a single report.
• Identifies similar past incidents for faster resolution.

“Before, no human could search through thousands of tickets to find contextual matches,” Goren explained. “Now AI agents handle this in minutes, saving us countless hours.”

Another breakthrough is the automation of root cause analysis (RCA) for system outages. Xpander’s multi-agent AI generates detailed RCA reports by synthesizing monitoring data and historical context. These reports are reviewed and approved by the Axis team before being automatically communicated to clients and stakeholders.

Reliable and scalable solutions

Xpander’s technology addresses one of the key barriers to AI adoption in the enterprise: Reliability. “AI systems are only as good as their ability to deliver consistently accurate results,” noted David Tweezer, CEO of Xpander.AI. “Our platform delivers 100% reliability by leveraging multi-agent frameworks that can seamlessly adapt to enterprise complexity.”

The collaboration also demonstrates the power of adaptability in AI systems. Xpander’s platform supports integration with a range of LLMs, allowing organizations like Axis to leverage the best tools for their specific needs. “We provide a platform where users can integrate the latest models from vendors such as OpenAI, Anthropic and Nvidia, providing maximum flexibility and performance,” added Twizer.

what’s next

Axis Security’s use of Xpander.AI highlights a broader trend in enterprise technology: The shift from generic software-as-a-service (SaaS) solutions to customized AI-driven workflows. By enabling teams to automate and personalize processes, multi-agent AI systems are redefining what’s possible for businesses around the world.

With such partnerships, HPE and its subsidiaries are well positioned to lead the charge in integrating AI and security into the core of enterprise operations.