Rackspace’s Advanced LLM-generated Chatbot

Digixvalley partnered with Rackspace to create an innovative, LLM-powered chatbot that transforms their internal support operations. Designed to boost response times and improve query resolution, this cutting-edge chatbot leverages advanced AI technologies, including NeMo Guardrails.

Industry

Artificial Intelligence

Technology

AI

Country

Netherland

Service

AI agents

About a Project

Digixvalley developed an AI-generated chatbot for Rackspace, leveraging LLMs and NeMo Guardrails to optimize internal support. The chatbot automates tasks like creating support tickets, reducing manual effort, and accelerating response times. This innovation boosts productivity and enhances the user experience, streamlining operations efficiently.

Project idea

  • LLM-Powered Query Resolution
  • Intelligent Support Workflow Automation
  • Enhanced User Experience through AI
  • Adaptive Bot for Dynamic Queries
  • Data-Driven Support Optimization

Project challenges

  • Session Drops and Conversation Delays
  • Limited Query Resolution Capabilities
  • User Experience Bottlenecks
  • Integration with Advanced AI
  • Real-Time Adaptability
  • Scalability for Growing Needs

Results

Digixvalley developed an LLM-generated chatbot for Rackspace, enhancing internal help desk efficiency. Trained on a ServiceNow knowledge base and using RAG and NeMo Guardrails, the chatbot ensures accurate responses. When queries exceed its capabilities, it automatically creates support tickets. Integrated into Teams, the user-friendly interface streamlines the experience, while prompt engineering delivers contextually relevant responses, optimizing the overall support process.

Planning Stage

Input

The customer had:

  • Improve help desk efficiency and user experience.
  • Address session drops and slow response times.
  • Automate complex tasks and validate responses.
  • Integrate with existing workflows and Teams.
  • Enable autonomous support ticket creation.
  • Ensure accurate, context-aware responses.

Analysis

On this stage we did the following:

  • Current System Assessment
  • AI Integration
  • Workflow Optimization
  • Autonomous Functionality
  • User Experience Focus

Outcomes

The customer got:

  • Reduced IT Team Workload
  • Efficient Query Resolution
  • Enhanced Employee Service
  • 24/7 Availability

Main features of the project

The project integrates a highly advanced AI-powered chatbot to optimize internal support operations. Key features include:

User-Friendly Interface

With a strong focus on accessibility, the chatbot offers a seamless, intuitive interface that caters to users of all technical levels. Its design ensures effortless navigation, allowing users to interact with the system efficiently and resolve issues without complications. Whether for quick queries or more complex tasks, the interface simplifies the experience, making support more accessible and user-friendly across diverse teams.

Efficient Ticket Creation

For queries that exceed its capabilities, the chatbot autonomously generates support tickets, ensuring that no issue goes unresolved. This streamlined process helps direct complex problems to the appropriate support channels, allowing for quicker resolutions. By handling ticket creation seamlessly, the chatbot reduces manual workload and ensures that users can focus on more important tasks while the support team manages the more intricate issues.

Teams Integration

The chatbot is fully integrated into Microsoft Teams, allowing users to interact directly within Rackspace’s familiar collaborative environment. This integration streamlines communication, making it easier for employees to access support without switching between platforms. By staying within Teams, users can quickly resolve issues, enhancing productivity and ensuring a seamless experience that aligns with the company’s workflow and tools.

Tech Stack and Tools for Product Engineering

Our broad technology stack and range of tools make us the best product engineering company in the world.

React.js
JavaScript
Node.js
Python
PostgreSQL
MongoDB
AWS
Kubernetes
Mapbox
Fleet Telematics API
Stripe
Scikit-learn
TensorFlow
WebSocket
Firebase

Our client say

Netherland

Results Obtained

Through the successful collaboration between Digixvalley and Rackspace, the advanced LLM-powered chatbot delivered transformative results.

Improved Operational Efficiency

The chatbot’s automation capabilities drastically reduced manual workloads by efficiently handling repetitive queries and tasks. Its integration with Microsoft Teams streamlined internal processes, enabling faster resolutions and minimizing delays. Rackspace’s help desk team could now focus on high-value tasks, boosting overall productivity.

Enhanced User Experience

With a user-friendly interface and context-aware responses powered by prompt engineering, the chatbot provided seamless support to Rackspace employees. The real-time adaptability ensured dynamic query resolution, addressing user concerns promptly and reducing frustration. The result was a noticeable increase in employee satisfaction and engagement with the support system.

Scalable and Reliable Support

The integration of advanced AI technologies like NeMo Guardrails and RAG (Retrieval-Augmented Generation) enabled the chatbot to scale alongside Rackspace’s growing needs. By autonomously creating support tickets for complex issues, the solution guaranteed uninterrupted support, 24/7 availability, and improved query resolution accuracy. This scalability positioned Rackspace to handle future operational demands effortlessly.

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