All customer storiesProduction system
Service desk triage on local models, entirely on premises.
A national digitalisation agency needed AI triage for its service desk, but policy ruled out cloud processing of its data. Triage now runs on locally hosted models, 100% on premises and air-gapped, with no dependency on an external model provider.
- Client
- A national digitalisation agency
- Sector
- Public sector, IT operations
- Engagement
- Production system
- Measured result
- 100%on premises, air-gapped
100%on premises, air-gapped
The full account
01More online services, more tickets
Every service the agency moves online adds tickets to its IT service desk. Analysts read and routed each one by hand, because keyword rules could not follow how people describe problems. Language models can, but standard tools send data to a cloud API, and the agency's policy on sensitive data ruled that out.
02Local models inside the agency's network
Models on the agency's own hardware read each ticket from the existing ticketing system, classify it and propose a queue, with no outbound calls. Models, routing logic and the ticketing connector ship as containers through the agency's normal release process, including into air-gapped segments.
03What the agency has now
Tickets are triaged and routed automatically, 100% on premises. Low-confidence tickets and sensitive categories wait for an analyst, and every routing decision is logged and can be overridden. The agency decides, category by category, how far automatic routing goes, and can run, update or replace the models without an external provider.