IT support teams often spend significant time manually classifying and routing tickets, which reduces the capacity for actual problem-solving. Common attempts to address this, such as improving service catalogs, creating user manuals, or increasing staff, often fail due to human factors, scalability issues, or rising operational costs.
SimpleOne proposes using generative AI to automate the navigation, classification, and structuring of support requests. The AI assistant operates on existing infrastructure, including knowledge bases and service catalogs, without requiring a complete system overhaul.
The solution utilizes Retrieval-Augmented Generation (RAG) to process corporate data. Administrators can configure which data fields are indexed in vector databases, with update intervals ranging from 10 minutes to one week. This allows the system to recognize patterns, such as mass incidents, and link new requests to existing ones automatically.
By interpreting natural language, the AI assistant can resolve issues directly by providing information from announcements or knowledge bases, or by guiding users through form completion. This approach aims to shift the burden of categorization from the user to the system, ensuring that support agents receive structured, actionable data.
