In this paper we present how incident management in IT support domain can be made much more effective using multi-modal analysis. Anybody who aspires to provide AI based IT support, it is essential to build systems which can handle multi-modal content. These attachments help in better explanation of the problem which aids in faster resolution. While text is the primary mode of communicating the incidents, there has been a growing trend of using alternate modalities like image to communicate the problem.Ī large fraction of IT support tickets today contain attached image data in the form of screenshots, log messages, invoices and so on. The vision is to automate the process from the time an incident/ticket arrives till it is resolved and closed. Incident management is one such process which has been a beacon process for AI based automation. There has been a lot of effort in the direction of automation at every human touchpoint in the IT support processes. IT support services industry is going through a major transformation with AI becoming commonplace. The respective Copyrights are with Springer Abstract 1 1 1 This paper has been accepted for presentation in International Conference on Service Oriented Computing (ICSOC) 2019 – to be held in Toulouse, France 28-31 October, 2019.
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