Generative Issue Interface for Faster Ticket Resolution
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Solution Overview
Problem
Existing issue tracking systems face challenges in efficiently accessing and compiling information from disparate sources, making it difficult to manage large quantities of issues and provide effective user interfaces for resolving technical problems.
Innovation Solution
A generative answer interface that utilizes a generative output engine to generate content for a recommendation panel, including links to relevant resources, subject matter experts, and suggested actions based on semantic analysis of issue data, improving the user interface and content generation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional issue tracking interfaces are used to access and compile information from disparate sources, then the system can maintain a large quantity of issues, but the information becomes difficult to access efficiently and compile when managing large quantities of issues
Solution Approach 1:
The patent introduces a generative AI intermediary that acts as a mediator between users and the issue tracking system. This AI component processes natural language queries, retrieves relevant information from disparate issue data sources, and presents synthesized results, thereby improving information accessibility without compromising the system's ability to manage large quantities of issues
Solution Approach 2:
The patent replaces traditional mechanical search and information retrieval interfaces with an AI-based generative system. Instead of requiring users to manually search through disparate issue data sources using traditional UI elements, the system uses natural language processing and generative AI to automatically retrieve and present relevant information, significantly improving ease of operation
2Loss of information
If information from disparate locations in the system is compiled and accessed, then comprehensive issue data can be retrieved, but the process becomes difficult and time-consuming when managing a large quantity of issues
Solution Approach 1:
The patent implements preliminary action by pre-processing and indexing issue data from disparate locations using semantic analysis and vector embeddings. This allows the generative AI system to quickly retrieve comprehensive information without performing time-consuming compilation operations at query time, thereby reducing information compilation time while maintaining completeness
Solution Approach 2:
The patent creates semantic copies of issue data in the form of vector embeddings and metadata indexes. These copies enable rapid information retrieval and synthesis without requiring access to the original disparate data sources, significantly reducing the time needed to compile comprehensive issue information while maintaining information completeness
Data Source
AI summary
Embodiments described herein relate to systems and methods for providing generative content for a graphical user interface of an issue tracking platform. The systems and methods can include generating a first prompt including a set of similar issues to a particular issue, and a request to extract actions performed for each issue of the set of similar issues. In response to providing the first prompt to a generative output engine, receiving a first generative response produced. In response to receiving the first generative response, a second prompt can be generated and include issue data extracted from the particular issue, the summary of actions received as part of the first generative response, and predetermined prompt language associated with a recommendation. A recommendation panel can be displayed and include content generated using the second generative response.