Ticket Management Generative AI Pilot
Description
As part of a Chief Technology Officer (CTO) sponsored objective to enable and utilize Generative Artificial Intelligence (Gen AI) capabilities the User and Network Services Information Technology (IT) Service Desk in cooperation with Enterprise Operations will be implementing a limited production challenge to support AI generated Incident Summarization; providing agents with concise summary of case notes and history, Resolution Notes generation; generating accurate resolution notes based on actions taken and solution achieved, and Knowledge Article Generation; generating complete knowledgebase articles base on incident or case records.
Detailed example
Incident Summarization; providing agents with concise summary of case notes and history, Resolution Notes generation; generating accurate resolution notes based on actions taken and solution achieved, and Knowledge Article Generation; generating complete knowledgebase articles base on incident or case records
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
We expect to see significant time savings when conducting warm handoffs between teams, while reducing the mean time to restore incidents. Additionally, the effort should ensure high-quality resolution notes are generated to assist in solving future incidents, while feeding existing knowledge review and publication processes potentially empowering self-service capabilities which will reduce time to closure activities.
Audit / financial statement impact
The output is not presumed to be high-impact and is not used as the principal basis for significant decisions/actions
Controls / human review
ATO: Yes; PIA: Not published
Data needed
IRS Service Central Employee portal searches results and summaries, Virtual Agent interactions/Multiturn Catalog Integration, and ITSM input driving Incident Summarization, Resolution Note Generation, Knowledge Article Generation.