agentic ai.

overview

agentic ai is an intelligent it helpdesk system that processes voice queries and provides spoken responses by retrieving relevant articles from vectorized knowledge bases. developed during my liberty mutual internship to modernize technical support workflows.

challenge

traditional it support required manual searching through documentation and ticket systems, creating delays in resolving technical issues:

• employees spending significant time searching for solutions
• high volume of repetitive support tickets
• knowledge base underutilization due to poor discoverability
• barrier to access for voice-first or accessibility-focused users

solution

architected an end-to-end voice interaction system integrating multiple ai technologies:

• speech recognition: openai whisper for accurate voice-to-text conversion
• semantic search: pinecone vector database for intelligent article retrieval
• natural language generation: langchain for contextual response synthesis
• text-to-speech: azure cognitive services for natural spoken responses

impact

agentic ai revolutionized technical support operations:

• dramatically reduced average resolution time for common technical issues
• decreased support ticket volume through effective self-service capabilities
• improved knowledge base discoverability and utilization
• enhanced accessibility for employees with diverse needs

key features

voice-activated interface

intuitive "touch to speak" interface delivers instant responses with minimal processing delay. the optimized pipeline handles voice input, semantic search, and spoken responses in real-time for seamless conversation.

multimodal debugging support

upload images, screenshots, or error messages for visual debugging. the ai analyzes photos of error screens, hardware issues, and configuration problems using computer vision to diagnose issues difficult to describe verbally.

intelligent knowledge retrieval

searches 10,000+ technical articles using semantic embeddings for context-aware retrieval. multi-turn conversations maintain context for natural follow-ups, with intelligent escalation to human support when needed.

enterprise integration

includes noise cancellation, speaker identification, analytics dashboards, and compliance logging. integrates seamlessly with existing it service management workflows.