Gen AI & Agentic Systems
Intelligent Document Processing
Enabling Intelligent IT Incident Management with Generative AI
An organization set out to transform how it resolves IT incidents - moving towards automation, and preventative resolution. To lay the foundation, we implemented a Generative AI solution that reclassified historical incidents and continues to classify new ones in real time. This enabled the organization to understand true incident patterns, improve routing accuracy, and prioritize automation efforts based on clean, structured data.
Challenge
The client’s ITSM platform held years of incident data - but inconsistent classification by support teams made it difficult to identify which issues were recurring, automatable, or high-impact. Many tickets were broadly tagged or misclassified, undermining root cause analysis and automation planning. Furthermore, inaccurate classification led to inefficient routing, manual handoffs, and longer resolution times for end users.
Solution
We applied clustering techniques on historical incident descriptions to identify natural groupings of issues. Working closely with domain experts from both our team and the client’s IT operations, we validated and refined these clusters into meaningful categories. These categories were then configured within the ITSM platform to standardize classification going forward. On top of this foundation, we implemented a Gen AI-based auto-classification solution to classify new incidents in real time based on their descriptions — improving routing accuracy and enabling better analytics. This approach delivered clean, structured data without the need for prior labeled training data.
Impact
Reliable Insights to Guide IT Automation Strategy
By applying clustering and domain validation to historical data, the organization established a consistent view of top incident categories - creating a reliable foundation for automation and self-service initiatives.
Faster, More Accurate Ticket Routing
New incidents were auto-classified and routed in real time based on their descriptions, reducing reassignment loops and accelerating resolution for end users.
Structured Data to Enable Preventative IT Operations
With consistently categorized incidents, the IT team gained visibility into recurring issues, helping them move towards root cause analysis, preventative resolution, and smarter incident deflection.
Enabling Intelligent IT Incident Management with Generative AI
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