BRINGING GEMERI TO IT SUPPORT

Initial Situation: Knowledge Distributed, Processes Expensive

As in many companies, the customer faced a central problem: decentralized data storage and a huge treasure of knowledge distributed across many minds. The result: time-consuming search processes, recurring errors, and inefficient ticket processing. With an annual ticket volume of 1,000 tickets, even small optimizations promised significant savings.

Project Phase 1: Structuring Knowledge

1.1 Capturing Distributed Knowledge

Together, we collected, organized, and transferred existing information into a structured knowledge base using GeMeRi. The AI helped transform scattered content into meaningful, interconnected texts.

1.2 Expanding Knowledge Through the Support Process

In daily operations, first-level staff continued to document errors and solutions, now in GeMeRi. This way, the knowledge base grew continuously and practically. At the same time, the now easily accessible information could be used by first-level staff to quickly process inquiries.

1.3 Decision on Ticket Integration

During the information gathering process, a conscious decision was made to extract only relevant information instead of using the entire ticket history as raw data. This "distillation" of relevant insights was necessary to transfer qualitative data from the ticket system into the final information collection.

Project Phase 2: Intelligent Support in First Level Support

2.1 Specialized AI Agent for Support

A specially developed agent directly accesses the knowledge database and answers inquiries or provides appropriate articles for support staff. For the first time, employees had the opportunity to work with a "digital colleague" who supports them in finding solutions and proactively provides relevant knowledge.

2.2 Quick Access to Relevant Content

First level support benefits significantly: Instead of laboriously searching for solutions or similar cases, the agent created and distributed in GeMeRi provides the appropriate content in seconds. This not only increases the speed of ticket processing but also improves the quality of responses. The collaboration between humans and AI ensures greater efficiency: employees no longer had to laboriously search for information but could directly access relevant content with their "digital colleague".

Project Phase 3: Automated Classification of Tickets

Building on the central knowledge foundation created in Phase 1 and the collaboration with the digital agent established in Phase 2, another milestone could now be implemented: the automation of classification and categorization of incoming tickets.

3.1 Pre-selection by AI

Based on the rules and information documented in GeMeRi, the AI agent automatically takes over the classification of incoming tickets. It also independently checks whether the ticket complies with company-specific requirements and marks any unclear points or deviations if necessary. The agent necessary for this automation was created with GeMeRi, connected to the appropriate knowledge sources, and published.

3.2 Knowledge Linking and Suggestions

In parallel, the agent independently searches the GeMeRi knowledge database for similar cases. Relevant entries are directly linked and appropriate solution approaches are suggested. This way, support staff receive a comprehensive picture and no longer need to spend time on research.

Technologies Used

Results: Measurable Efficiency Increase

The big win: Support staff can focus on complex cases instead of handling repetitive routine tasks.

Conclusion: Small Steps, Big Impact

Often it's not the big visions, but the "low-hanging fruits" that make the entry into AI use successful. This project shows how a proof-of-concept can be achieved with manageable effort that not only centralizes knowledge but also sustainably optimizes processes.

Important: tangible results were already visible in the early project phases. The central availability of knowledge (Phase 1) and the direct support of employees through the digital agent (Phase 2) already delivered noticeable results before the final automation.

Acceptance in the company increases as soon as the first positive effects become visible. And with the right communication, the first project often automatically creates a breeding ground for many more ideas for meaningful automation.

"AI relieves. And creates space for what really matters: innovation, creativity, and problem-solving competence."