I can closely relate to the frustration of digging around for solutions on repetitive issues being logged by customers, and not able to find the proposed solutions within a reasonable time. I will be very interested in using an AI Agent in these cases. Is that something you would recommend, Carl?
That's a really good suggestion and I like how it challenges my "old" way of thinking. My initial mindset would have been focused on buying an existing knowledge base system to host the data with a fancy/modern UI, however that approach has pain points of moving all data into the new system and reliance on users to maintain/update the data.
Having AI do the heavy lifting to ingest and contextualize data in an existing ticket system sounds optimal. The employee simply continues their process to put data where they always have, and AI does the rest. A win for the employer, a win for the employee and ultimately a win for the customer! Sign me up
I can closely relate to the frustration of digging around for solutions on repetitive issues being logged by customers, and not able to find the proposed solutions within a reasonable time. I will be very interested in using an AI Agent in these cases. Is that something you would recommend, Carl?
Absolutely! As I'm aware your organisation uses Azure DevOps extensively for work item and case management, I'd recommend looking into Azure AI Search (https://learn.microsoft.com/en-us/azure/search/) for the ingestion of the information, then putting Azure OpenAI across the data (https://learn.microsoft.com/en-us/azure/ai-services/openai/).
Here's an implementation guide for ingesting data into Azure AI Search: https://www.linkedin.com/pulse/unleash-power-ai-chat-your-azure-devops-data-using-openai-vraj-routhu-jol3e
That's a really good suggestion and I like how it challenges my "old" way of thinking. My initial mindset would have been focused on buying an existing knowledge base system to host the data with a fancy/modern UI, however that approach has pain points of moving all data into the new system and reliance on users to maintain/update the data.
Having AI do the heavy lifting to ingest and contextualize data in an existing ticket system sounds optimal. The employee simply continues their process to put data where they always have, and AI does the rest. A win for the employer, a win for the employee and ultimately a win for the customer! Sign me up