Digital Workspace Services (DWS) Agent

  • The DWP Agent acts as the orchestrator, coordinating multiple sub-agents.
  • Each sub-agent manages a specific business or IT function such as HR, compliance, device health.
  • Together, these agents deliver end-to-end automation through AEX’s no-code integration layer, ensuring seamless operations.
    Figure 1. Digital Workspace Services (DWS) Agent

DWP Agent (Digital Workplace Platform)

The DWP Agent intelligently identifies user actions and triggers the right sub-agent to handle each scenario.

Below are some examples of automated workflows and their orchestrating agents
Figure 2. Examples of Automated Workflows and their Orchestrating Agents
DWP Sub-Agents and Their Purpose
Sub-Agent Name Purpose / Domain Expertise Linked Tools / Dependencies
Offboarding Agent Handles resignation workflows, access revocations, and exit surveys HRMS, ESS Profile Manager
Software Provisioning Agent Automates application installation and license requests ServiceNow, ITSM
Learning Compliance Agent Tracks employee learning completion and ensures policy adherence Compliance Auto-Remediator
Self-Heal Agent Resolves device or network issues autonomously Systrack
Systrack Agent Monitors device performance and reports anomalies Systrack Integration
MeetRoom Agent Manages meeting room bookings, availability, and scheduling MS Outlook APIs
DocSummarization Agent Generates summaries for HR/IT policies or knowledge articles MSDocLink, File Reader
Compliance Auto-Remediator Identifies compliance gaps and triggers automated remediation Compliance Tools, AEX APIs

Tools Powering the Multi-Agent DWP System

The DWP Agent connects to enterprise systems through AEX’s integration layer.

These tools allow agents to access data, execute actions, and generate analytics.
Tool Name Functionality / Domain Expertise
ServiceNow Enables ticket creation, HR case management, and ITSM workflows
FetchUserProfile Retrieves user identity, role, and location-aware data
MSDocLink Provides access to policy or document repositories
Chart Visualizer Generates visual dashboards and analytics for HR or learning data
Leave Management Manages leave entitlements, balances, and approvals
ESS Profile Manager Handles employee profiles, onboarding/offboarding data
File Reader Parses and reads uploaded files or policy documents
USE CASE: Employee Onboarding
  • Scenario : The system identifies the employee is a new employee
  • Action : The DWP Agent initiates the onboarding workflow by notifying the user and requesting confirmation to proceed.
    Figure 3. Agent's action on an Incident

After initiating onboarding, the agent automatically retrieves the details of the laptop assigned to the user.

The user is prompted to confirm if the displayed device details match the equipment received.

In the event of a mismatch, a service ticket is automatically created by the system.
Figure 4. Agent's action on an Incident (Cont.)

The agent provides a list of optional accessories (e.g., mouse, bag, headphones) for the user to select.

A reference table is available for easy selection of desired items.

Service requests for the selected accessories will be created automatically.
Figure 5. Agent's action on an Incident (Cont.)

In the next step, a table with all required trainings is displayed to the user.

An email containing a summary and a direct link to the training portal is sent to the user’s email id.
Figure 6. Agent's action on an Incident (Cont.)

This section outlines the user’s leave entitlements.

Instructions for accessing payslips and tax documents are included.

Information regarding the payroll cycle is also provided.

Users are given the option to update dependent details immediately or at a later time.
Figure 7. Agent's action on an Incident (Cont.)

Next, the agent will prompt user to update their bank and residential address information.

Alternatively, user may choose to skip this step and update the details later via the Employee Self-Service (ESS) portal.
Figure 8. Agent's action on an Incident (Cont.)

A table is displayed with the contact details for your manager and HR representative.

Use can refer to this table to reach out for any necessary assistance during the onboarding period.
Figure 9. Agent's action on an Incident (Cont.)

A confirmation message is displayed to indicate that all initial onboarding steps are complete.

The agent will include a reminder about any pending mandatory trainings.

The user may request further assistance if needed.
Figure 10. Agent's action on an Incident (Cont.)
USE CASE: Employee Offboarding
  • Scenario : The system identifies the employee is nearing their last working day.
  • Action : The DWP Agent initiates the offboarding workflow by notifying the user and requesting confirmation to proceed.
    Figure 11. Agent's action on an Incident
Once redirected, the Offboarding Agent provides a personalized checklist to complete all exit related steps.
Figure 12. Agent's action on an Incident (Cont.)
The user proceeds through the checklist and selects the task, "Completing the Travel Dues Settlement."
Figure 13. Agent's action on an Incident (Cont.)

The DWP Agent prompts the user to confirm whether their travel-related expenses are cleared with the Finance department.

User Options : The user selects from two options:

'Yes, all travel dues are settled' (to complete the task) or

'No, I need help' (for guidance on contacting Finance).
Figure 14. Agent's action on an Incident (Cont.)

Once the user confirm their dues, the task gets automatically marked as Completed in the checklist.

The user can then move to the next pending item.
  • Notice that the completed task is now checked.
  • Choose the next task from the list below (e.g., Medical Dues or KT Handover).
  • If user wants to pause the process, then click Finish Later.
Figure 15. Agent's action on an Incident (Cont.)

The DWP Agent provides a ready-to-use email template for your convenience.

Example - Desk Keys Handover

Once the user selects Desk Keys Handover tasks, auto-generated email template is provided by the agent
Figure 16. Agent's action on an Incident (Cont.)
The user can select “ Yes, email sent to mark the task as completed”.
Figure 17. Agent's action on an Incident (Cont.)

DWP Agent can automatically raise a Service Request (SR) too.

We will now see Service Request to handover the laptop scenario.
Figure 18. Agent's action on an Incident (Cont.)
When the user selects Laptop Handover, the DWP Agent automatically prepares to raise a Service Request (SR) for laptop surrender.
  • The user can click Yes, create Laptop Surrender SR to confirm.
  • If they are not ready, they can click Finish Later to resume later.
    Figure 19. Agent's action on an Incident (Cont.)

Once the user confirms, the DWP Agent begins initiating the Laptop Surrender Service Request (SR).

After the SR is created, the agent displays Service Request Number along with follow-up instructions.
Figure 20. Agent's action on an Incident (Cont.)
Once the laptop surrender is initiated, the user’s offboarding process is complete. The DWP Agent closes the workflow with a confirmation and a thank-you message.
Figure 21. Agent's action on an Incident (Cont.)