Shift-Left 2.0: AI Self-Service People Actually Use
5 min read

Shift-Left 2.0: AI Self-Service People Actually Use

Shift-left stalled when portals felt like forms. Shift-Left 2.0 is conversational intake + smart catalogs + answers-first with citations governed by design.

Diligra - Founders

What changed
“Shift-left” is back AI-assisted knowledge, conversational intake, and automated fulfillment now meet users where they work, including in chat.

The modern self-service blueprint

  1. Conversational intake → structured tickets. Users describe the issue; the assistant clarifies, auto-fills Category/Group/CI, and proposes fixes with citations.
  2. Smart catalog, not a wall of tiles. Eligibility, dynamic forms, and fulfillment flows—guided conversationally.
  3. Answers first, tickets second. Retrieval surfaces relevant KB/known-error articles before ticket creation; if “not helpful,” open a case with all context attached.
  4. Fulfillment you can trust. Standard items run in Proposal mode with one-click approvals in Teams/Slack; progress feels like a parcel tracker.
  5. Governance by design. Keep transcripts, approvals, and actions in a traceable ledger key as EU AI Act obligations for general-purpose AI begin in Aug 2025.

KPIs that matter
Deflection (portal + bot), time-to-first-answer, catalog abandonment, approval latency, agent handle time.

Where Diligra helps
Diligra unifies conversational intake, smart catalog, retrieval with citations, and governed fulfillment shift-left users don’t hate, and admins can configure without brittle scripts.