Generative AI Based Chatbot for Customer IT Support Automation

Abstract

Enterprises are facing increasing challenges in delivering efficient, adaptive, and secure IT support, as traditional ticketing systems suffer from latency, rigidity, and limited scalability. Existing chatbot solutions built on commercial large language models (LLMs) often introduce high operational costs, token inefficiency, and data privacy concerns, while current retrieval and multi-agent systems lack personalization, multimodal understanding, and dynamic adaptability. This research presents a generative AI-based IT support assistant that integrates four core innovations: a multi-agent architecture enabling distributed and scalable task execution; a retrieval-augmented knowledge base enhanced with knowledge graphs and episodic memory for more accurate and personalized responses; conversational form automation using Rasa and transformer-based models to extract structured ticket information from natural queries; and an interactive 3D avatar interface with real-time speech-to-text, text-to-speech, and emotion-aware multimodal interaction to support more human-like communication. The system was evaluated using RAGAS metrics to measure accuracy, contextual recall, and response faithfulness. Results show improved domain-specific performance, reduced reliance on manual ticket handling, and lower computational overhead through caching and adaptive slot filling. This study proposes a privacy-preserving, scalable enterprise IT support framework, with future work targeting multilingual support and deeper ITSM integration.