Using Generative AI & Data Science to Reduce Resolution Time on IT Tickets

The Data Science and Solutions Engineering teams at EMC Insurance will share an overview of their work to reduce resolution time for service desk requests through the use of classification models and Generative AI. We will share highlights of the project from problem identification to model development and model performance monitoring. This project was the first Generative AI solution implemented at EMC, and we will discuss learnings from the development lifecycle. We will also touch on the Generative AI C4E established at EMC.