"We integrate advanced generative AI capabilities into business environments in a gradual and controlled way"
TECNALIA and TIGLOO are using generative artificial intelligence to improve and optimise incident management in IT support services, advancing in the automation and efficiency of real operational processes
TIGLOO provides IT services to its customers, including the management of infrastructure help desks, where incidents are received via numerous channels: e-mail, website or phone calls, which must be analysed, classified and prioritised by specialised staff before resolution.
This context poses a clear challenge: reducing the manual burden on technical teams without losing control or service quality.
Smart automation of the help desk processes
The TIGGY project is based on the need to automate certain key tasks in the process of handling incidents in order to increase operational efficiency and optimise the work of technicians. To do so, a modular phased approach has been defined, allowing for generative AI to be adopted progressively.
The current scope of the project addresses two initial core capacities:
- Automatic categorisation and classification of requests, which automatically identifies aspects, such as type of incident, associated service, queue, priority and impact.
- Virtual assistant to support technicians, designed to facilitate the resolution of incidents through quick access to relevant information, identification of similar incidents and the possibility of asking specific questions to obtain more details.
These functionalities lead us towards a more agile and efficient support model, yet supervised and controlled by the technical teams.
Architecture ready for the evolution and transfer of technology
The development of the solution is based on the design of a technological architecture aimed at integrating generative AI into help desk processes with a clear vision of future evolution. This approach facilitates the gradual incorporation of new capabilities, ensuring robustness, traceability and alignment with existing systems.
- The project also contemplates the creation of joint teams between TIGLOO and TECNALIA, in order to foster effective technology transfer.
- In this way, TIGLOO will be able to maintain, extend and adapt the developments over time, increasing its technological autonomy.
- With this initiative, TECNALIA reinforces its role as a technology partner in the use of generative AI in real operational processes, focusing on practical, scalable solutions aligned with the needs of organisations and consolidating its experience in the design of advanced architectures for business environments.
This research is carried out jointly within the framework of the TIGGY project, which seeks to progressively integrate advanced generative AI capabilities into business environments in a controlled way.