Requirements
Customer support cases should be auto-responded without any agent interaction
Customer interaction must be multi-lingual while data/information exist only in English
Required data/information is stored in structured and unstructured format
Solution must regard existing data access controls
Data must remain in customer network due to PII and Data Privacy regulations
Outcomes
50% Automated Case Resolution
2 min time saved per case
6 months return on invest
Proposed Solution Architecture
Case Resolution Steps
A new case triggers the automation
Internal case specific Information (in ServiceNow) gets retrieved
Case Information and ServiceNow Knowledge gets passed to the RAG
A query based on the information searches the external database
The vector database returns the relevant chunks of data
External & Internal data gets wrapped into a prompt and passed to the LLM
The LLM output gets suggested as a case resolution
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