Ticket Whisperer – AI-Powered Ticket Management

Built at Petco - I can't give too much away on this one unfortunately

Ticket Whisperer is a production-grade Python service that plugs directly into ServiceNow and uses a fine-tuned Azure OpenAI model to parse, classify and route IT tickets without human intervention.

Key Features

1. Automatic Categorization & Routing – GPT-4-class model analyses ticket text, maps to department rules and dispatches via ServiceNow REST API.
2. Real-time Performance Metrics – Prometheus & Grafana dashboards track throughput, accuracy and latency.
3. Kubernetes Native – Helm charts for zero-downtime rolling upgrades; autoscaling based on queue depth.
4. Infrastructure as Code – Terraform provisions Azure resources, networking and Key Vault secrets.
5. CI/CD – GitLab pipeline builds, tests and deploys containers to all environments.

Architecture

graph TD
    A[ServiceNow Webhook] -->|JSON Ticket| B[Ticket Whisperer API]
    B --> C[Azure OpenAI Inference]
    C --> D[Classification Engine]
    D -->|PATCH Ticket| E[ServiceNow REST API]
    B --> F[Prometheus Exporter]
    F --> G[Grafana Dashboard]

Tech Stack

• Python (FastAPI, Pydantic)
• Azure OpenAI for LLM inference
• Kubernetes on AKS – HPA & VPA
• Terraform for IaC
• Prometheus / Grafana – monitoring
• GitLab CI/CD – build & deploy

Metrics (snapshot)