Service outage detection and customer support ticket management system and method using integrated programmatic and specialized guided and constrained artificial intelligence

An artificial intelligence (AI) driven service outage detection and management system when a customer support tickets are raised by a user using a customer support platform comprises:

• one or more processors of a computer system;
• and
• a memory, coupled to the one or more processors, that stores code and execution of the code by the one or more processors causes the computer system to perform operations comprising:
• capturing real-time input data from a product status page and a service request tracker (SRT) document using a data collector, wherein the product status page provides updates on the operational status of the service, and the SRT document includes information related to current service outages and tickets;
• detecting the service outages using a service outage detector by monitoring the product status page, and incoming customer support tickets raised against one or more products by one or more users, wherein the incoming customer support tickets are raised by users if they have any query or complaint against the product;
• comparing the details of the product status page and the SRT document to confirm the occurrence of the service outage using a comparator;
• automatically updating the customer support ticket routing process based on the confirmed service outage status using a customer support ticket router, wherein the customer support ticket is deflected from direct intervention by support staff;
• generating an automated predefined response for the user using a response generator, informing them of the service outage, and providing relevant information or instructions;
• automatically notifying the user with the predefined response, including service outage information using a notification module, wherein the predefined response includes details about the outage status and any expected resolution or alternative support options.