Context: Capgemini – enterprise AIOps for a large IT services client.
Challenge: Slow incident resolution due to manual RCA analysis across thousands of tickets. Needed automated insights and recommendations.
Solution: Built a RAG-based solution ingesting ServiceNow incident and change request data into Azure Blob Storage. Created embeddings and Azure AI Search indexes for keyword and semantic search. Automated resolution recommendations by correlating new incidents with historical RCA documents.
Outcome: 70% performance improvement, significantly reduced Mean Time To Resolution (MTTR). Enabled support teams to troubleshoot faster and reduce manual effort.