Systems and methods for providing a resolution recommendation service

A system for providing a resolution recommendation service, the system comprising:

• a data store storing a plurality of knowledge base articles;
• an interface for receiving a ticket;
• and
• one or more processors executing instructions stored on memory and configured to:
• execute at least one of a plurality of processing procedures on the received ticket, wherein the processing procedures include a text cleaning procedure, a text normalization procedure, or a text tokenization procedure,
• process the ticket using a pre-trained large language model to extract a context from the ticket, the context including one or more of an element, a relationship, or an intent;
• analyze one or more knowledge base articles using the model and the extracted context to generate a resolution recommendation;
• and
• a user interface configured to present to a user the generated resolution recommendation.

A computer program product for providing a resolution recommendation service, the computer program product comprising computer executable code embodied in one or more non-transitory computer readable media that, when executing on one or more processors, performs the steps of:

• receiving at an interface a ticket;
• executing at least one of a plurality of processing procedures on the ticket, wherein the processing procedures include a text cleaning procedure, a text normalization procedure, or a text tokenization procedure;
• processing the ticket using a pre-trained large language model to extract a context from the ticket, the context including one or more of an element, a relationship, or an intent,
• analyzing one or more knowledge base articles using the model and the extracted context to generate a resolution recommendation;
• and
• presenting to a user via a user interface the generated resolution recommendation.