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 models hosted inside the agency's network, 100% on premises, with no outbound calls and no external model API.
- Client
- A national digitalisation agency
- Sector
- Public sector, IT operations
- Engagement
- Production system
- Measured result
- 100%on premises, no outbound calls
100%on premises, no outbound calls
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
A connector reads each ticket from the existing ticketing system over the internal network. Models on the agency's own hardware classify the free text, then fixed rules per category pick the queue. Nothing calls out. 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 classified and routed 100% on premises. Below the confidence threshold, or in a sensitive category, a ticket waits for an analyst, and every routing decision is logged and can be overridden. The agency decides, category by category, how far automatic routing goes. It runs, updates and replaces the models through its own release process, with no model API and no outside service to call.