ITSM AI copilot (Prototype — Applied AI & Solutions)

Window: ITSM integration • RAG corpus • 3-week prototype
Baseline → After: Status: prototype
Method: HITL approvals • audit trail • rate limits

Context-aware copilot for triage and human-approved response drafts using RAG + KBMS, with audit logs and guardrails.

Role: Workflow design & servicesTeam: 1Duration: 3 weeks
Python microservices
ITSM connectors
RAG integration
prompt library
telemetry

Problem

High ticket volume and re-typing known fixes cause long handle times and inconsistent answers.

Approach

Context-aware assistant proposes drafts (never auto-sends), pre-fills fields, links KB passages, and routes for approval.

Results

Prototype generates context-aware drafts (never auto-sends), pre-fills fields, and links KB passages for approval. Tracks time-to-first-draft and approval rates post-pilot.

Architecture

Python microservices • ITSM connectors • RAG integration • Prompt library • Telemetry & audit trail

  • Python microservices
  • ITSM connectors
  • RAG integration
  • Prompt library
  • Telemetry and audit trail

Key Challenges

  • Seamless HITL
  • Permissions/RBAC
  • Safe fallbacks

Lessons Learned

  • Prototype with narrow ticket types
  • Keep approvals first-class
  • Measure time-to-first-draft

Explore the Project

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