Yes, when the AI can investigate rather than just retrieve. Answering from docs handles how-to questions; technical tickets need an agent that can read logs, code, and account configuration to find out what actually happened.
With that access and human review on actions, AI can resolve a large share of technical tickets end to end and hand the rest to engineers with the investigation done.
What it needs
- Read access to code, logs, traces, tickets, and docs
- Citations for every claim so answers can be checked
- Approval gates for anything that changes code or data
- A clear handoff path when it can't verify an answer
Where it fits first
- Configuration and integration questions
- Errors with a request ID or clear timestamp
- Known issues and their workarounds
- First-pass investigation on anything bound for engineering
That's how Decimal works across your integrations. See AI agent and zero-touch resolution.