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@article{199933,
        author = {Ruhi Pawar and Soham Kulkarni and Varun Damal and Shashank Naik},
        title = {SupportIQ: A Multi-Level Intelligent Query Resolution System},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {12},
        pages = {336-343},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=199933},
        abstract = {In today’s world where the IT infrastructure has become the backbone of the industry. Even the smallest of the tasks are performed using electronic devices like laptops with high computational capacities, large data centers consisting of tons of servers. These systems control the overall functioning of the company across the different technical and non – technical departments. Due to which a lot of manpower is spent on maintaining these systems. This paper looks at the proposal of automation of these systems by introducing a system which uses a ticketing system which classifies these tickets which are simply the queries of the employees into 3 types of tickets based on its recovery time objective (RTO), L1, L2, L3 are the categories. After categorization, this system uses TF-IDF (Term Frequency-Inverse Document Frequency), RAG (Retrieval-Augmentation Generation), and API (Application Programming Interface) each for one category and they then assist the employee with their problems and if human intervention is necessary then they also alert the specific technical personnel. This paper proposes the automation of IT management systems so that humans can perform high end and more complicated tasks.},
        keywords = {Ticket Categorization, TF-IDF (Term Frequency-Inverse Document Frequency), RAG (Retrieval-Augmentation Generation), API (Application Programming Interface), Automation of IT Maintenance Systems.},
        month = {May},
        }