Case study
Process management software: support & coding automation
Automate triage, grounded diagnosis, and safe system actions with approvals and full traces.
Context
A team delivering customizable enterprise software with heavy support volume and frequent code/config changes.
- Tickets require multi-system investigation
- Knowledge is scattered across docs and past incidents
- Diagnosis and reproduction steps repeat frequently
- AI must not change systems without controls
Components used
• Data House (tickets + docs + KB indexing)
• Knowledge/RAG modules (evidence retrieval)
• Orchestrator (diagnosis workflow + validation)
• WebKit (ticketing + CRM tool actions)
• Sessions & HITL (approvals for risky actions)
Problem
Engineers spent time repeating triage and diagnosis. Ticket quality varied and handoffs created delays.
Xong approach
Grounded retrieval from past incidents, agentic diagnosis steps, and safe tool actions to update tickets and trigger workflows with approvals for high-impact changes.
What changed
Support becomes a traceable workflow, not a black box.
Grounded answers
Retrieval-backed outputs reference docs and similar incidents, reducing hallucinations.
Agentic triage
SLMs handle routing; reasoner LLMs handle complex diagnosis and planning.
Orchestrated workflow
Step-by-step pipeline with retries, validation gates, and durable state.
Safe actions
WebKit tools update tickets/CRM and create tasks with strict schemas and permissions.
Approvals
HITL gates for risky steps. Reviewers see evidence + session trace.
Governance
Audit logs and access controls keep the automation defensible.
Outcomes
Replace with measured KPIs from your pilots.
Faster triage
↓ 30-60%
Illustrative range
More consistent resolutions
↑ 20-40%
Illustrative range
Engineer time saved
↑ 1.3-2x
Illustrative range
Next
Want to automate your support workflow?
Bring a ticket dataset and your tools. We will design a grounded workflow with approvals, traces, and safe actions.