IT Support Agent (Leading Hotels of the World)
Production IT helpdesk bot for LHW member hotels — trained on 4+ years of real ticket history.
A production IT Support / internal-knowledge Agent deployed for Leading Hotels of the World (via partner GAIN). The agent answers questions from member-hotel staff about internal IT processes, known issues and how-to procedures — grounded on LHW's historical helpdesk tickets (2021–2025) and internal knowledge articles.
What this agent does
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Answers IT support questions grounded in LHW's own ticket corpus (2021–2025) and internal knowledge articles.
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Runs in production for LHW member hotels — live since September 2025 with ongoing prompt tuning and bug-fix cadence.
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Escalates cleanly to human IT with conversation context attached when the agent is not confident.
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Built and maintained by Context& (Bo in hands-on dev role) in partnership with GAIN; deployed into LHW's tenant.
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Iterative delivery model — new ticket patterns are folded back into the grounding data and prompts on a regular cadence.
What you can expect
Roughly 70% tickets resolved by agent after first release
Measured as reduced load on the central IT team for recurring/low-complexity questions, freeing them for higher-value work.
Measured as first-response time (seconds vs. hours) and after-hours coverage across LHW's global member-hotel footprint.