Harmony Genie
The AI assistant for your whole service desk. Describe what you want in plain English, and Genie creates agents, pulls reports, answers questions about your assets and people, and works with your knowledge base and applications.
What is Harmony Genie?
Harmony Genie is the artificial intelligence (AI) assistant for your service desk, and the easiest way into Harmony. You say what you want in plain English. Genie works out what is needed and activates the right part of the platform: it creates or changes an agent, pulls a report, answers a question about your assets or people, or works with your knowledge base and your applications.
Genie is not a generic chatbot. It runs on your company's own context: your people, your systems, and your policies. Asked to onboard a marketing hire, it already knows who works in marketing, what each person is entitled to, and which systems to touch. ChatGPT, Claude, and generic workflow builders start from a blank page.
It works for every service desk, not only information technology (IT): human resources (HR), finance, procurement, legal, and office operations too. And one agent can work across departments, so a single request moves through IT, HR, and facilities without a handoff.
Anyone can use Genie, technical or not. Technical teams that want finer control can also work directly in the AI Agent Builder, which Genie opens for them when the job calls for it.
How Harmony Genie helps your teams
Create and customize agents: describe the job in plain English, or take an agent that already works, such as sales onboarding, and change it in one sentence to create the marketing version
Work across departments: one agent serves IT, HR, finance, procurement, legal, and office operations, with no handoff between them
Get reports: ask for the numbers, such as what happened on the service desk last week
Ask about assets and people: get answers about devices, applications, and employees in the same conversation
Work with knowledge and applications: put your knowledge base and the tools your teams run to work, without leaving the conversation
Stay in control: decide what each agent can do, which tools and resources it can use, and which policies it follows
Everything from one conversation
Plain English
Describe what you want. No flowcharts or code needed.
One assistant
Agents, reports, assets, people, knowledge, and applications, all from one conversation.
Every service desk
IT, HR, finance, procurement, legal, and office operations.
Across departments
One agent can work across departments, with no handoff.
In your control
You decide what each agent can do, which tools and resources it can use, and which policies it follows.
What Harmony Genie can do
- Agent creation and customization: describe an agent in plain English, or change an existing one with a sentence of instructions, guidance, or guardrails
- Cross-department agents: one agent that works across IT, HR, and facilities
- Reporting: ask for reports on your service desk in plain English
- Asset and people answers: ask about devices, applications, and employees
- Knowledge base and applications: work with your documentation and the tools your teams run
- Control layer: set what each agent can do, which tools and resources it can use, and which policies it follows
- AI Agent Builder on demand: open the Builder for deeper control over an agent's instructions and configuration
How Harmony Genie works
A service desk manager needs something done: a new onboarding flow, a report, an answer about a device.
- Ask
Type what you want in plain English. No forms, no flowcharts.
- Genie understands
It uses your company's own context: your people, your systems, and your policies.
- Genie picks the right function
The AI Agent Builder, reports, asset and people data, your knowledge base, or your applications.
- You stay in control
Guardrails, tools, resources, and policies are yours to set. The agent is ready to go live, and you choose whether to approve it first.
- Refine
Ask again to adjust, or open the AI Agent Builder for finer control.
One assistant for the whole service desk, with full control left in your hands.
One place to ask for help, and not only IT help
Daniel Wilkins, IT Director, Americas at Cyera, the data security company, on how his team uses Harmony Genie: guardrails and operational guidelines, documentation built into the agent, and one hub for every request.
In under a minute, you'll see:
- Guardrails and operational guidelines that keep every agent inside your rules
- Documentation built into the agent, so people are sent to the right place even when it is not IT
- An agent that understands context: the office Wi-Fi password for New York, not Tel Aviv
This is where people come to get help. And it doesn't necessarily just need to be IT help, but it's help in general.
Daniel WilkinsIT Director, Americas, Cyera
Cyera's IT director sets the guardrails and stays in control
Daniel Wilkins leads IT for the Americas at Cyera, the data security company. Here is why Harmony Genie fits how his team works.
IT ends up the dumping ground for every 'I need a thing' and 'my thing is broken.' With Harmony Genie, I can tell an agent in plain English how we want those moments handled, and it already knows our people, our systems, and our policies. I set the guardrails, so I stay in control, and every employee gets pointed to the right place, even when it isn't ours to fix.
Daniel WilkinsIT Director, Americas, Cyera
Harmony Genie and the AI Agent Builder: which one do you use?
Genie is the assistant you talk to. The AI Agent Builder is the workshop it can open for you.
| Harmony Genie | AI Agent Builder | |
|---|---|---|
| What it is | A text-based assistant and your main way into Harmony. It activates the right function for each request. | The dedicated tool for building agents and workflows. |
| What you do | Say what you want in plain English. | Build or change an agent by drag and drop, or by text. |
| Reach | Create or change agents, reports, questions about assets and people, the knowledge base, and applications. | Agents and workflows only. |
| Depth | Gets the job done for you and opens the AI Agent Builder when the job calls for it. | Goes into the core of an agent: its instructions, configurations, and workflow charts. |
| Who it is for | Anyone, technical or not. | Technical users who want full control. They can use Genie too. |
Think of a restaurant. Genie is the guest talking to the waiter: the wine, the cocktail, the French dish with no cream and the dressing on the side, and the whole meal is handled. The AI Agent Builder is the kitchen, where the chef controls the oven temperature, the mixing, and the plates. You could spell all of that out to the waiter, but a guest that specific might as well step into the kitchen.
Harmony Genie vs. general-purpose AI and generic workflow builders
Most teams have already tried ChatGPT, Claude, or a workflow builder. The question is how much context you have to supply, and how much control you keep.
| General-purpose AI and generic workflow builders | Harmony Genie | |
|---|---|---|
| Company context | You describe your people, systems, and policies each time. | Already runs on your identity, HR, device, and business systems, your knowledge base, and your policies. |
| Starting point | A blank page. | An agent that already works, changed in a sentence. |
| Actions | Drafts a plan or script for someone to run. | Acts through the flows your service desk already runs and trusts. |
| Control | Depends on how it is wired up. | Each agent has its own guardrails. You decide what it can do, which tools and resources it can use, and which policies it follows. |
| Departments | Typically one tool or workflow at a time. | One agent can work across departments. |
| Going live | You build the approvals and testing. | Ready to go live, and you choose whether to approve it first. |
Start from an agent that already works, then change it in a sentence:
Genie works where your people and systems already are
FAQ
Harmony Genie is the AI assistant for the service desk. You describe what you want in plain English, and Genie creates or changes an agent, pulls a report, answers questions about your assets and people, or works with your knowledge base and applications.