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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