IT support agent that opens and classifies tickets

The problem

An industrial group receives IT support requests by chat, and each one had to be understood, logged and assigned by hand.

What we built

An agent that understands the request, opens the ticket in the ticketing system, classifies it and, if the solution is already known, replies with the steps.

How we make it reliable

• Replies only with solutions already documented by the IT team
• Anything it cannot resolve is assigned to the right technician