Revolutionizing the IT Service Desk: GPT-Powered Ticket Classification at USF

Wednesday, October 11, 2023 | 10:15AM–11:00AM CT | Poster #207, Halls F1, F2, Level 3
Session Type: Poster Session
Delivery Format: Poster Session
Explore how the University of South Florida harnessed the power of GPT models from OpenAI to revolutionize its IT Service Desk by intelligently classifying tickets, optimizing resource allocation, and enhancing efficiency. This session will demonstrate the benefits (and challenges) of NLP vs. human categorization, showcasing the impressive cost savings and accuracy gains achieved. Attendees will witness a live demo of the system and see the metrics confirming return on investment, positioning this innovative approach as the future of IT service desk operations.

Presenters

  • Jason Hair

    Sr Director Research Computing, Construction Technology, University of South Florida

Resources & Downloads

  • USF AIPowered IT Service Desk Poster

    Updated on 3/20/2025