Service Desk Expert Identification Agent
The agent identifies service desk experts by analyzing closed tickets, extracting content, and using an LLM to build and maintain an expertise table that associates active agents with their expertise areas and scores.
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Overview
This service desk agent identifies experts by analyzing closed tickets. It processes recent tickets, extracts content, and uses an LLM to determine assignee expertise. An expertise table is built, associating users with their expertise and maintaining scores based on detection frequency. The agent ensures only active agents are included, automatically removing inactive users.
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Key capabilities
* Identifies experts in the service desk by analyzing closed tickets over time
* Processes recently closed tickets and extracts their content
* Uses an LLM to identify expertise areas demonstrated by assignees
* Builds and maintains an expertise table with scores based on detection frequency
* Validates users to ensure only active agents are included in the expertise table
* Automatically removes deleted or disabled users
Popular use cases
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