Troubleshooting action plan generation using integrated programmatic and specialized guided and constrained artificial intelligence

A system for guiding an Artificial Intelligence (AI) engine to generate troubleshooting action plan comprising:

• 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:
• receiving a customer ticket, via a ticket management platform, wherein the customer ticket includes one or more issues related to a product or service and user data, which includes customer provided logs, input files, and past tickets;
• accessing data from a troubleshooting action plan (TAP) database, including details related to one or more components, issues descriptions, general troubleshooting strategies, and artifacts;
• mapping the one or more issues related to the product or service with one or more components in the TAP database and extracting the details connected to one or more components from the TAP database via a mapping module;
• generating a prompt, via a prompt generator, for generating the troubleshooting action plan for the customer ticket, wherein necessary data is fetched from the user database and the TAP database for the prompt generation;
• providing to an artificial intelligence (AI) engine the generated prompt and other data fetched by the customer support system from the user data and the TAP database to a technical support bot;
• and
• generating troubleshooting action plan via an action plan generator present inside the technical support bot, wherein the technical support bot also includes query augmentation artificial intelligence model, ticket summarizer AI model, and attachment analysis AI model for supporting the generation of troubleshooting action plan.