February 24-26, 2027
Montreal, Canada
Speeding Up Ticket Resolution with AI Agents
IT tickets pile up because rule-based automation can't gather missing info or use judgment. This talk shows how AI agents embedded in a ticketing system triage requests, ask questions, and resolve common cases end-to-end, cutting response time and backlog. We'll cover specialist vs. general agents, knowledge-base grounding, guardrails against prompt injection, evaluating non-deterministic agents, and tracing conversations for full observability.
Michael Dawson
Red Hat
Michael Dawson is a Senior Principal Software Engineer at Red Hat, with a focus on building AI and LLM applications as part of the ecosystem engineeing team. Before moving into the AI space, he was a key contributor to Node.js as the technical lead for IBM and Red Hat's team and a member of the Node.js Technical Steering Committee.
