AI Co-Pilot for ITSM Triage at a Telecom Provider
Gen AI CM deployed an intelligent triage assistant within the ITSM framework of a telecom major, targeting L1 ticket resolution. The assistant classified tickets, summarized history, and provided resolution suggestions directly into engineering queues.
Technology / Tools / Frameworks Used:
- GPT-4 with historical ticket classifiers built on XGBoost
- JIRA and ServiceNow API integration
- Slack and Teams agent interfaces for live routing
- AWS Lambda + S3 for pipeline orchestration
- Authentication via Azure AD and OpenID-compatible gateway
Client Value Delivered:
- Automated triage for 72% of L1 service desk load
- Brought MTTA down from 26 mins to under 5 mins
- Achieved 31% improvement in support satisfaction metrics
- Reduced burnout across engineering operations teams
