Internal IT Service Desks are the nervous system of any enterprise, yet they are often clogged with repetitive queries. Questions like “How do I reset my VPN?” or “What is the expense policy?” make up the bulk of tickets, distracting engineers from critical infrastructure work.
While Generative AI (GenAI) and Large Language Models (LLMs) promise a solution, simply pointing GPT-4 at a PDF repository rarely works in production. The hallucination rate remains high, and specific enterprise context is often lost.