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InterSystems Ideas
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* Bugs and troubleshooting should as usual go through InterSystems support.
Status Needs review
Categories InterSystems IRIS
Created by Steve Pisani
Created on Jun 5, 2024

Open-sourcing Gen-AI based solution or framework for service support.

Analysing the incoming service or incident requests from the field, against previously logged and resolved cases is a great tool for support staff. There are many tools here, mostly looking for key words in text - however, leveraging Large Langauge Models, and a RAG framework could improve this a lot.
An advisor could theoretically be provided with anything from a solution to the problem, to steps to reproduce or questions to ask of the customer.

I know that Internally - InterSystems may be working such a product to further improve the WRC experience.

My Idea - which I am submitting here is to make such a tool open-source, or, developed as a template or framework in a way that all InterSystems Partners would benefit and use with their own help desks - after all - InterSystems Partners run their own service and support facilities for their end users and would also benefit from this functionality.

  • ADMIN RESPONSE
    Jun 5, 2024

    Thank you for submitting the idea. The status has been changed to "Needs review".

    Stay tuned!