Modern network and security services are expected to be fast, intuitive, and always available. Yet when something goes wrong, customers often encounter fragmented workflows, unclear next steps, and unnecessary friction when dealing with the operation team.

Lucy, Open Systems’ AI-powered assistant, was built to fix that. It is not a technology demo. It is a practical capability that enables customers to resolve common issues quickly through AI-assisted workflows, while ensuring complex situations are handled with the right level of human expertise.

Why “Lucy”?

The name was inspired by the movie Lucy. For us, Lucy symbolizes enhanced intelligence, rapid learning, and the unlocking of human potential through advanced technology not as a literal comparison, but as a metaphor for how AI can amplify expertise and make support faster, clearer, and more effective.

The Problem Lucy Solves

Operational complexity often appears early in the support journey. Even experienced users often navigate multiple portal views, signals, and configurations to understand what is happening. Less experienced users often open tickets for routine issues simply because they don’t know where to start.

Before Lucy, the default path was clear: open a ticket, wait for analysis, then receive guidance from a support engineer. While effective, this approach consumes time on both sides and leads to slower resolution paths, even for issues that can be identified and addressed early.

Lucy as the First Point of Contact

Lucy changes how support begins. Instead of opening a ticket, customers enter an AI-assisted workflow directly in the Open Systems portal.

Lucy orchestrates automated and integrated workflows to:

• Diagnose common connectivity and web proxy issues
• Analyze network traffic signals
• Retrieve relevant configuration details
• Surface related historical tickets
• Guide users to the right portal views

For example, if a user can’t access a website through a web proxy, Lucy can quickly surface relevant configuration signals, point to the most likely cause, and guide the user to the right portal view to validate the fix, often without needing to open a ticket.

What previously required multiple disconnected steps is now handled through a single, integrated workflow.Many issues are resolved without escalation; when escalation is needed, it happens with better context and less back-and-forth.

How Lucy Works

Lucy is designed around the way Open Systems support operates. Instead of relying on generic chatbot responses, Lucy routes each request through specialized, programmable troubleshooting capabilities aligned with real operational domains such as web proxy services, network analysis, firewall policies, and portal navigation.

This approach enables predictable, context-aware guidance through AI-assisted workflows that reflect how Open Systems services operate.

Operational Impact

By standardizing and automating early troubleshooting workflows, Lucy simplifies the operational experience for customers and provides faster, more consistent outcomes. Complex issues receive the appropriate level of attention and expertise, without customers needing to navigate unnecessary steps.

Lucy does not replace network or security administrators. It supports them by structuring early interactions, guiding customers through the first troubleshooting steps, and ensuring a seamless transition from self-service to assisted resolution, without loss of context.

Built for Operations

Lucy is designed specifically for managed services. It follows established operational practices and integrated, automation-first troubleshooting workflows rather than acting like a general-purpose chatbot.

This domain grounding ensures responses are accurate and relevant for network or security administrators, while remaining accessible to less experienced users. When issues escalate, issues progress more directly toward resolution, with full operational context preserved.

Embedded, Not Bolted On

Lucy is embedded directly into the existing Open Systems portal and workflows. It is designed to be the natural entry point into a seamless end-to-end support experience.

In many cases, customers resolve issues without opening a ticket at all. Even in cases where no ticket is opened, Open Systems will still have full visibility and evidence. When tickets are required, Lucy gathers the right information upfront, improving continuity, accuracy, and resolution speed across the full support journey.

Reliability and consistency take priority over novelty. Lucy is part of the Open Systems service experience, with the same expectations around security, predictability, accountability, traceability and auditability.

Security, Compliance, and Trust

Lucy operates within strict access controls and permission boundaries. All interactions are authenticated and authorized, ensuring users only see information relevant to their environment and role.

Guardrails prevent unintended data access and misuse, aligning AI-driven interactions with Open Systems security standards and regulatory requirements.

This ensures AI-assisted workflows meet the same standards of trust and accountability as the rest of the Open Systems platform.

Clear Value

Lucy is currently in its final testing phase with a small group of Open Systems customers, with broader availability planned in the coming months. Early feedback from these customers is helping us fine-tune the experience before general availability.

For customers, Lucy means:

• Faster answers through automated, AI-assisted workflows
• Operational simplicity across everyday troubleshooting tasks
• Consistent guidance regardless of experience level

For decision makers, Lucy provides:

• More scalable and predictable service interactions
• Reduced time-to-triage and faster issue resolution
• A more consistent, automated, and scalable service experience

Lucy represents Open Systems’ approach to AI: practical, controlled, and embedded directly into real workflows. It extends human expertise rather than replacing it and improves the support experience by enabling operational simplicity, AI-assisted workflows, and a seamless end-to-end journey from the very first interaction.