AI-Powered Incident Pre-Processing with Implicit

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To improve speed and quality while preserving white-glove service, the company implemented Implicit’s AI Platform to handle the pre-processing of incident data - transforming raw alerts into curated, context-rich summaries delivered directly to Customer Success Consultants.

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How It Works: Technical Depth Matters

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At the moment an incident is detected:

1. Event is Triggered
   Security systems detect a breach, threat, or anomaly and prepare an automated email alert for the CSC.
   
   
2. Implicit Pre-Processing Begins (Before Email is Finalized)
   Implicit intercepts the alert pipeline and immediately begins enriching the report.
   
   
3. Product + Situation Taxonomy Preloaded
   Implicit uses a preloaded, domain-specific Product and Situation Taxonomy to classify and contextualize the incident. This step allows the system to understand what product is involved and what kind of issue occurred, enabling highly relevant knowledge retrieval.
   
   
4. Knowledge Graph Construction
   Implicit maps the classified incident to a curated Knowledge Graph that connects:
   
   
   • Relevant sections of documents (not full documents)
     
     
   • Specific product models and configurations
     
     
   • Known issues and resolutions
     
     
   • Past similar incidents and fixes
     
     
5. Graph + Vector Hybrid Querying
   Implicit performs a Graph Query to retrieve semantically related nodes (e.g., known fixes, configs, warnings). This is then refined by a Vector Query to pinpoint the most contextually relevant passages, down to the specific paragraph or step in a manual.
   
   
6. Walled Garden of Curated Content
   Critically, Implicit limits its retrieval to a curated, high-confidence content set - a “walled garden” of vetted documentation, support articles, and ticket data. This ensures:
   
   
   • Accuracy: No hallucinations from unrelated or unreviewed sources
     
     
   • Efficiency: CSCs only see what matters
     
     
   • Control: Knowledge teams retain visibility into what powers each answer
     
     
7. Incident Summary Delivered to CSC
   The resulting email alert is automatically enriched with:
   
   
   • A concise AI-generated hypothesis about the root cause
     
     
   • A proposed resolution path or workaround
     
     
   • Contextual references to specific docs or past incidents‍

The CSC receives everything they need in a single view—arming them with the insight to act confidently and communicate effectively with the client.