The Problem
Germany's leading media conglomerate ran a complex, fragmented IT service management system spanning dozens of subsystems. The support team was flooded daily with routine requests. Search, escalation, and ticket creation all ran manually — slow and error-prone. A standard chatbot couldn't handle the complexity of this infrastructure.
The Solution
We architected a complete AI chatbot ecosystem built on Azure OpenAI and a RAG architecture. The chatbot is grounded against the entire ITSM knowledge base and ticket history — no hallucinations, only verified answers from the company database.
For stress testing, we built an automated test suite that subjected the chatbot to hundreds of simultaneous requests, identifying weaknesses before go-live.
The rollout was executed as a zero-downtime deployment — no outage, no risk to live operations.
The Results
Related Service
RAG Chatbot Development →