Monitor live operations
Make failed runs, stalled work, and quality concerns visible.
Managed Automation Services & AgentOps
Keep automation working.
Keep its performance in view.
Bring monitoring, incident response, exception handling, and continuous improvement into the operation of deployed automations and AI agents. Establish clear service responsibilities, agreed support commitments, and visibility into the work that depends on them.
Coordinate service support
Define incident ownership, escalation, recovery, and business review.
Evaluate agents and changes
Review supported agent behavior as models, instructions, and sources evolve.
Improve with operating evidence
Use service history and agreed measures to prioritize controlled improvements.
Operational ownership after deployment
A successful launch is a beginning.
Reliable operation takes ongoing work.
Applications change, document formats evolve, access expires, and business rules are revised. AI agents also need evaluation as information sources, instructions, models, and tools change. Without clear operational ownership, problems can remain unnoticed until they affect the business workflow.
Xalta's managed services combine monitoring, triage, exception management, quality evaluation, and controlled enhancements. We agree the supported estate, service coverage, escalation responsibilities, and performance measures so business and technology teams have a shared view of how production work is maintained.
Make ownership explicit.
Define the systems and workflows covered, the responsibilities of each team, and the routes for incident and business escalation.
Monitor the work and its quality.
Track execution health alongside completion, exceptions, output quality, and the operating measures relevant to each workflow.
Improve through controlled changes.
Use impact assessment, testing, approval, and recovery plans when updating automations, agent instructions, tools, or information sources.
Business challenges
Deployment starts the operation.
It does not finish the work.
Undetected failures, fragmented support, changing agent behavior, and limited service visibility can undermine the work that relies on deployed automation.
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Failures noticed after work is affected.
A bot can fail, stall, or stop receiving inputs before the operating team sees the problem. Without agreed monitoring and alert ownership, investigation begins only after a business delay becomes visible.
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Support responsibilities spread across teams.
Technical incidents, business exceptions, and access issues may reach different owners through informal channels. Unclear service coverage, severity definitions, and escalation routes make response and recovery harder to coordinate.
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Agent behavior changing without enough evidence.
Updates to instructions, models, knowledge sources, or integrations can affect output quality and tool behavior. Without repeatable evaluation and release controls, a change can introduce failures that were not visible in routine testing.
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Performance information that does not guide improvement.
Run records, exceptions, operating costs, and user feedback may be reviewed separately. Recurring issues remain difficult to prioritize when the service lacks shared measures, scheduled reviews, and an agreed change process.
How we work and deliver
Operate with clear ownership.
Improve with evidence.
Monitoring, support, agent evaluation, and service improvement are brought into an agreed operating model for the automation estate in scope.
How we work
Assess the live estate
Review deployed workflows, platforms, dependencies, operating records, and recurring issues with technical owners and business teams.
Agree the service model
Define coverage, severity, response and resolution commitments, access requirements, and the responsibilities retained by your internal teams.
Establish operating baselines
Agree monitoring thresholds, review examples, service measures, reporting, and the change process used to evaluate and prioritize improvements.
What we deliver
Monitoring and alerting
Track agreed runs, stalled work, service failures, and quality signals, with alerts routed to the people responsible for investigation.
Incident and exception support
Triage issues, coordinate recovery and business review, maintain runbooks, and document recurring problems within the supported scope.
Agent evaluation and release control
Evaluate representative responses and tool actions as instructions, models, sources, and integrations change, with defined approval and recovery requirements.
Optimization and governance reporting
Review service performance, exceptions, operating effort, and costs to agree improvements and provide a shared view of the supported estate.
In the field
Bot execution monitoring
Use run records, scheduled health checks, alerts, and agreed recovery behavior to support attended and unattended automation operations.
Recurring offer compliance
Support scheduled source retrieval, comparisons, and deviation reporting so business teams can review changes in credit card offer information.
Invoice exception oversight
Track failed processing, business-review queues, system handoffs, and recurring validation issues across a supported invoice workflow.
Problems identified earlier.
Make failures, stalled work, and quality concerns visible through agreed monitoring and alerting arrangements.
Clearer response ownership.
Give support teams and business users a shared route for incident handling, exception review, and escalation.
Changes supported by evidence.
Evaluate proposed updates against representative scenarios and release requirements before changing supported production behavior.
A basis for continuous improvement.
Turn service history and performance measures into prioritized improvements across the supported automation estate.
Workflows that need ongoing care
Support the processes in production.
Keep their controls current.
Apply operational oversight to deployed solutions, with monitoring, exception handling, and change requirements shaped around each business workflow.
Accounts payable
AP Invoice Automation
Monitor invoice processing, validation exceptions, approval routing, and ERP updates. Review format and rule changes that affect supported vendor workflows.
Explore the solution
Healthcare operations
EOB Processing Automation
Review remittance processing failures, document variation, validation issues, and downstream handoffs, with defined escalation for unresolved business exceptions.
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Customer operations
AI Voice Agents
Evaluate supported conversations, tool failures, escalation behavior, and changes to approved information so agent operation stays aligned with its defined scope.
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Financial services
Credit Card Offer Compliance
Track scheduled checks, source availability, comparison exceptions, and reporting so offer discrepancies reach the team responsible for investigation.
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Access governance
Access Deactivation
Monitor offboarding execution and unsuccessful account changes. Keep application responsibilities, exception routes, and the record of completed actions current.
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Payment operations
ACH Return Automation
Track processing status, classification exceptions, and follow-up activity, with service responsibilities and escalation paths defined around payment operations.
Explore the solutionEvidence from operating workflows
Visibility into the operation.
Ownership of the next step.
Selected engagements illustrate the monitoring, recurring checks, and governance practices that inform effective production support.
Financial services · Bot monitoring
24/7 monitoring coverage.
A documented bot-monitoring engagement introduced scheduled health checks, automated alerts, and recovery actions for defined deployment failures.
Financial services · Recurring controls
Daily checks across three sources.
Credit Karma's offer compliance workflow used unattended bots to compare source information and report deviations to the operations team.
Financial services · Automation governance
Clear ownership across an automation program.
An Automation Center of Excellence engagement established shared governance, delivery standards, and portfolio oversight across previously fragmented initiatives.
Before we begin
Agree the service boundaries.
Make support responsibilities clear.
What can be included in a managed service?
Depending on the agreed scope, coverage can include monitoring, incident triage, exception management, agent evaluation, performance reporting, minor enhancements, and scheduled optimization reviews. The supported workflows, platforms, access requirements, responsibilities, and exclusions are documented during service definition.
Is 24/7 support included as standard?
Service hours, monitoring coverage, severity definitions, and response and resolution commitments are agreed for the engagement. Automated monitoring coverage and staffed support availability are defined separately so expectations reflect the workflow's business criticality and operating requirements.
How is AgentOps different from monitoring bot execution?
Bot monitoring focuses on execution health, failures, queues, and operational completion. AgentOps also examines response quality, retrieved information, tool behavior, permissions, and changes to instructions or models. The evaluation and controls depend on the capabilities and consequences of the agent's supported tasks.
How are fixes, enhancements, and releases managed?
The service agreement distinguishes operational fixes and included maintenance from enhancements requiring separate approval. Changes follow the agreed impact assessment, testing, authorization, version recording, and recovery process. Service reviews use incident history and performance findings to prioritize further work.
Plan your production support
Give your automation a clear owner.
Keep improvement part of the service.
Share the bots, document workflows, or AI agents already in operation, along with the issues and service expectations that matter most. We can help define practical coverage, responsibilities, and a support model for the work your teams depend on.
Discuss managed automation support