Generative AI for Improving Help Desk Efficiency in Central Government

Use Case

Application & Logistics

The Challenge

The goal was to support support staff and users at a major central government agency by improving the help desk’s operations. The key challenges centered on the need to ensure more consistent responses and to streamline the dissemination of technical information, which was often complex and fragmented.

The Solution

A GenAI solution based on Azure OpenAI has been implemented, enabling automatic ticket enrichment and providing an advanced virtual assistant. By leveraging technologies such as Logic Apps, Azure Functions, and a Data Fabric architecture for vectorization, the system ensures the explainability of the responses provided, allowing for continuous monitoring of service quality.

The Benefits

The automation of information flows has streamlined help desk operations, significantly improving the quality and consistency of responses provided to users. The system facilitates quick access to critical information, reducing wait times and increasing the overall efficiency of the administration’s support processes.

Humanativa’s role

HUMANATIVA managed the end-to-end implementation of the solution, from data management using Python and LangChain to integration with Azure App Service. The added value lies in the ability to integrate cutting-edge AI technologies into institutional settings, ensuring security, scalability, and accuracy in responses.