AI Helpdesk automated responses

[dmj]

Has anyone managed to build a helpdesk system that uses previous answers to automatically resolve or escalate helpdesk questions?

We often send canned responses to simple questions and I was thinking of a way to automate that.

Our current helpdesk is a mixture of Jira tickets for longer term issues and Slack for (near) realtime issues. Both have pretty good api's so I thought it would be quite simple to stream that data into BigQuery and get Vertex to use retrieval augmented generation (RAG) to give answers based on previous questions (Google environment, but Azure/AWS have equivalents). I figured we could also use helpdesk type articles to help generate responses.

 

Has anyone done anything like this before?

 

I think it would be dead simple to do with an email based system (but I'm not likely to want to run a mail server, ever, again! For slack and Jira i'm not so sure. Constantly polling the channels and returning responses sounds doable but not very efficient. Any ideas?