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AI320: Recommendation Systems with AI for Ticketing Systems and Customer Support

Training: Artificial Intelligence

Participants receive a practical introduction to building AI-based recommendation systems in support environments. The course covers how large language models (LLMs) capture semantic information and generate solution proposals. It addresses integration into ticketing systems and customer support, practical application scenarios, and development opportunities for efficient support processes.

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Possible course languages: German

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Agenda:

Introduction
- Use Case and improvement potential 'Find relevant solutions faster'

Solution Architecture and concepts
- Architecture
- Embeddings
- VectorDB
- (Langchain)

Techniques for automated solution recommendation
- Based on existing solutions

Combination of semantic and relational information

Data analysis and preparation
- Vectorization of tickets and solutions
- Structuring of payloads

Development of a solution recommendation system
- Practical implementation

Enhancement potential
- Monitoring
- Digital agent

Closing discussion and questions, how can the learned content be transferred to one's own context?

Objectives:

Utilize semantic embeddings, data analysis and preparation, develop solution recommendation system, identify enhancement potentials.

Target audience:

Developers
IT Professionals

Prerequisites:

To effectively follow the learning pace and content of the training AI320 AI-powered Recommendation Systems for Ticketing Systems and Customer Support, we recommend prior participation in the following courses:

Alternatively, prior knowledge in the following areas is required:

Python programming fundamentals
Recommendation systems
Prompt engineering
Large Language Models

Description:

Machines and equipment are often expensive to acquire and must be amortized through high utilization over time. In support cases, every minute counts. Intelligent recommendation systems can relieve human support staff and quickly provide effective solution recommendations. With large language models (LLMs), semantic information can be effectively captured and analyzed.

The workshop AI320 Recommendation Systems with AI for Ticket Systems and Customer Support presents the implementation of an LLM-based recommendation system in the support environment. Participants learn how AI tools can support classic scenarios such as customer support and how they must be integrated. The course combines theoretical concepts with practical application and shows development potential.

We recommend additional participation in the following content-related modules: