AI Chat Service for IT Ticket Minimization
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Solution Overview
Problem
Conventional web-based ticket systems in IT infrastructures face overload and inefficiency due to lack of automated and filtered responses, particularly in environments with hierarchical authentication levels, leading to inadequate resource allocation and information management.
Innovation Solution
A search engine-based web service that processes user queries using a machine learning model to provide filtered solutions, incorporating an AI-powered chat service that generates authenticated sessions, parses queries, retrieves relevant documents, and redacts sensitive information based on user authentication levels, thereby minimizing ticket traffic and optimizing resource utilization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a conventional ticket queue system is used to manage all web-based tickets, then a centralized resolution process is provided, but the helpdesk becomes overloaded and resource utilization deteriorates
Solution Approach 1:
The patent segments the ticket management system by implementing authentication-level-based filtering that divides ticket resolution into multiple pathways: automated resolution for lower-priority tickets and human helpdesk intervention for higher-priority or complex tickets. This segmentation prevents helpdesk overload by automatically handling routine inquiries.
Solution Approach 2:
The system enables self-service by providing automated responses and filtered information based on user authentication levels. Users can independently resolve many issues through the information provided by the system without requiring helpdesk intervention, thereby improving resource efficiency.
2Loss of information
If all web documents are provided to users without filtering, then complete information is available, but users receive irrelevant or unauthorized information reducing efficiency
Solution Approach 1:
The patent applies local quality by providing different information quality and detail levels to different users based on their authentication levels. Each user receives information tailored to their specific authorization level, ensuring they get relevant and appropriate information without receiving unauthorized or irrelevant content.
Solution Approach 2:
The system acts as an intermediary between the knowledge base and users by filtering and redacting web documents based on authentication levels. This intermediary function ensures information completeness for authorized users while preventing unauthorized access, thereby improving troubleshooting efficiency.
3Measurement precision
If manual ticket processing is used for all queries, then detailed human review is provided, but processing time increases and automation is reduced
Solution Approach 1:
The system performs preliminary action by automatically analyzing queries, determining authentication levels, and providing filtered information before human intervention is needed. This preliminary automated processing handles routine cases quickly, reserving human analysis for complex situations that require detailed review.
Solution Approach 2:
The patent utilizes parameter changes by dynamically adjusting the level of automation versus human intervention based on query characteristics and authentication levels. The system automatically processes straightforward queries while escalating complex or sensitive queries requiring precise human analysis, optimizing both speed and accuracy.
Data Source
AI summary
Various embodiments described herein relate to a system for providing automated solutions, in response to a query of a user. The system may include a search engine-based web service, which may receive information from a database and may enable the user to troubleshoot their query. The search engine-based web service may include an artificial intelligence based chat service. The user may use the artificial intelligence based chat service to submit the query. In response, an intelligent virtual assistant of the artificial intelligence based chat service may process the query and return the solutions from the database, which may be appropriately related to subject matter of the query.