Content revision 4e771eaf0390cc87b6c7c6fd8469f3508f6ceeec7119472e6c1ccf17e2e1e5d2

## Where AI can help in IT operations

AI for IT Operations
Source ID ai-it-operations:ai-in-it-operations
Original https://www.henryw.me/#/ai-it-operations#ai-in-it-operations

Keeping an organisation’s technology running involves maintaining systems, investigating faults and supporting the people who use them. An IT team works across many products and has to keep up as their software and documentation change. At PwC, I researched how AI could help with this work, including making technical knowledge easier to consult and automating tasks in existing applications. My work focused on two areas. One was the knowledge behind an assistant that answers IT questions. I designed a process for expanding and maintaining its knowledge base, using AI to research missing material and assess changes in the original documentation. The other was carrying out service requests. I built a browser agent that interprets a ticket and works through the relevant application, reading the page as it acts and involving the operator when the task needs their input.