Doku-Assist: Proactive Knowledge Retrieval for Service-Desk Agents: A Feasibility-Study on On-Premise LLMs for Data Privacy and Compliance
Communications of the IBIMA
In medium-sized organizations, frequent turnover of first-level support agents can lead to challenges for new agents, who struggle to discover existing and relevant documentation that would help solve user issues due to inexperience. Consequently, these agents escalate tickets to second-level support professionals, increasing their workload.…





