Impact & Capabilities
A comprehensive ITSM automation platform that leverages OpenAI GPT to streamline service desk workflows. Features include automated email classification, AI-powered customer support, and intelligent troubleshooting assistance for analysts.
📧 Automated Email Triage
Before:
Analysts spent 10+ minutes manually reading emails, categorizing issues, and creating tickets
After:
AI automatically parses emails, classifies as Incident/Request, and generates ticket descriptions in seconds
📝 Work Notes Quality
Before:
“tried some stuff, fixed it”
After:
“Identified VPN connectivity issue. Verified network settings, reset VPN client configuration. User confirmed successful connection to corporate network.”
💬 Smart Customer Portal
Before:
Vague tickets: “My computer is slow” - requiring multiple back-and-forth emails
After:
AI asks: “Which applications are slow?”, “When did this start?”, “What's your device model?” - Complete context on first submission
🤖 AI Troubleshooting Assistant
Before:
Analysts search knowledge base, escalate to senior staff, wait for responses
After:
Chat with AI advisor for instant troubleshooting steps, common solutions, and best practices
🎯 Intelligent Classification
Before:
Manual categorization leads to misrouted tickets and delays
After:
AI accurately distinguishes Incidents from Requests, suggests categories, and routes to correct teams
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System Architecture
Key Features
Click any card to see the workflow
Initial Reviewer
- • Email file upload and parsing
- • AI classification (Incident vs Request)
- • Automated ticket generation
- • Analysis with next steps and integration recommendations
Workflow
Click to flip backCustomer Portal
- • Self-service ticket creation
- • AI-generated contextual questions
- • Automated data gathering and linking
- • Real-time validation
Workflow
Click to flip backGeneral Advisor
- • AI chat assistant for analysts
- • Context-aware troubleshooting
- • Automated work notes
- • Smart closure documentation
Workflow
Click to flip backTech Stack
Frontend
- Next.js
- React
- Tailwind CSS
- TypeScript
Backend
- FastAPI
- Python
- SQLAlchemy
- Alembic
Database
- PostgreSQL
- AWS RDS
AI/ML
- OpenAI GPT
- Prompt Engineering
Infrastructure
- AWS
- Docker
- AWS EC2
- AWS Amplify
- Nginx
🔒 Security
- SSL/TLS (Let's Encrypt)
- JWT Authentication
- AWS Secrets Manager
- CORS Protection
- IAM Roles