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ITSM Agentic AI Support System for Banking

This document outlines the design and implementation of an Agentic AI-driven IT Service Management (ITSM) support system tailored for the banking industry, implemented using Dify, Supabase, and Notion as core components.

1.0 Concept & Objective

The primary goal is to create an AI support workflow capable of handling typical banking ITSM cases:

• Login issues
• Account lockouts
• OTP delays
• Transaction errors

Key Objectives:

• Reduce manual workload for customer support agents
• Use AI agents to interpret logs, query knowledge bases, and create or follow up on support tickets
• Mimic human decision-making using workflows

2.0 High-Level Architecture