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Agentic AI Driven IT Support Enhancer. Hackathon – Agentic AI.
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TEAM AGENTRA. Sewwandi Wathsala. Nimasha Wijesinghe.
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SUPPORT AGENT.
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Business Problem. IT support ticketing process is facing several challenges that are impacting efficiency and user satisfaction Repetitive Issues Require Manual Review Lack of Visibility into Previously Resolved Tickets Recurrence of the same issue due to incomplete documentation Communication Delays Inefficient Routing Frustration Across Teams Inability to Identify Self-Resolvable Issues Manual Ticket Assignment Increases Load.
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Need. To overcome inefficiencies and improve both user experience and IT productivity, there is a strong need for An Intelligent Solution Repository Automation Through Agentic AI Elimination of Redundant Tasks Efficient Knowledge Sharing Faster and Smarter Ticket Resolution Intelligent Ticket Analysis and Routing Solution Applicability Detection.
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Opportunity. Enable Reuse of Proven Solutions Reduce Ticket Resolution Time Build a Centralized Knowledge Base Minimize Repetitive Tasks and Escalations.
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We are building a smart, autonomous, Agentic AI Driven IT Support Enhancer that improves speed, accuracy, and efficiency in IT support operations—while reducing redundant effort and user frustration. Key Features Multi-Agentic AI Framework Intelligent Ticket Routing Solution Report Generation User Empowerment via Self-Resolution Mandatory Final Solution Entry Dynamic Knowledge Base Building Real-Time Performance Feedback.
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Business Potential – Efficacy, Productivity Gain & ROI.
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A diagram of a company AI-generated content may be incorrect..
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Future Enhancements. Deep Embedding with Lisa AI Turn Lisa into an even smarter virtual assistant by embedding Agentic AI directly into Lisa’s chat layer for real-time diagnostics, suggestions, and self-healing actions. Auto-Ticket Closure If a user follows the AI-suggested steps and confirms resolution, the ticket is auto-closed with solution details recorded. Smart Knowledge Repository Build a structured solution database from closed tickets with verified outcomes, becoming a shared learning asset across teams..
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Thank You!.