Generative AI for Optimizing IT Technical Support

Use Case

Application & Logistics

The Challenge

A leading provider of postal and financial services needed to optimize the management of second- and third-level technical support tickets. The goal was to drastically reduce resolution times and overcome the fragmentation of technical knowledge by building a standardized knowledge base to support agents in managing application issues.

The Solution

The solution is based on generative AI models (OpenAI LLM) using a RAG (Retrieval-Augmented Generation) approach. The system automates the analysis and enrichment of tickets with contextual information, integrating with Azure AI Search and Log Analytics. This not only resolves current issues but also continuously feeds a dynamic, shared knowledge base (KB).

The Benefits

The implementation of the virtual assistant has led to a significant reduction in response times and an improvement in the quality of service as perceived by users. The standardization of procedures has minimized reliance on individual expertise, ensuring a more seamless and consistent handling of highly complex tickets.

Humanativa’s role

HUMANATIVA designed and implemented the entire GenAI solution, ensuring its integration with existing systems. By leveraging the capabilities of the Azure platform, the Group has demonstrated how Artificial Intelligence can be effectively applied to streamline critical operational processes in complex business environments.