IT Support Demo

Overview

The IT support demo shows ICRL’s ability to learn from past support interactions and apply that knowledge to new tickets. Unlike coding demos where patterns can be discovered by searching the codebase, this tests pure memory — the knowledge exists only in past trajectories.

The Problem

Every IT support team accumulates tribal knowledge:

“VPN fails on macOS Sonoma? Disable IPv6 first.”
“Email not syncing on mobile? MFA token probably expired.”
“Can’t reach production DB? Check if you’re on guest WiFi.”

This knowledge lives in past ticket resolutions, Slack threads, and senior engineers’ heads — not in any searchable documentation.

How ICRL Solves This

ICRL stores successful support interactions as trajectories. When a similar issue comes in:

Retrieves relevant past tickets based on semantic similarity
Applies learned solutions instead of generic troubleshooting
Provides confident, specific answers for known issues

Demo Structure

examples/it_support_demo

README.md

setup_demo.py

run_demo.py

evaluate_responses.py

scenarios

seed_tickets.json

test_tickets.json

knowledge_base

The knowledge_base/official_docs.md contains generic, outdated information — exactly like real corporate wikis. The real knowledge comes from past ticket resolutions.

Running the Demo

From the project root:

cd examples/it_support_demo

# 1. Setup — seeds the trajectory database with past tickets
uv run python setup_demo.py

# 2. Run the comparison test
uv run python run_demo.py

# 3. View detailed evaluation
uv run python evaluate_responses.py

Quick run (only 3 test cases):

uv run python run_demo.py --quick

Expected Results

Test Case	ICRL (with examples)	Vanilla (no examples)
VPN + macOS Sonoma	”Disable IPv6” (correct)	“Reinstall VPN client” (incorrect)
Email sync mobile	”MFA token expired” (correct)	“Check internet connection” (incorrect)
DB access issue	”Check guest WiFi” (correct)	“Is the database up?” (incorrect)
Git push rejected	”Use Personal Access Token” (correct)	“Reset your password” (incorrect)

Expected: ICRL ~90%+ accuracy vs Vanilla ~25% accuracy

Prerequisites

OPENAI_API_KEY or ANTHROPIC_API_KEY set
uv run from project root, or python with PYTHONPATH including src/

Key Insight

This demo proves ICRL’s value for non-coding tasks where:

Knowledge can’t be discovered by searching files
Experience matters more than documentation
Pattern recognition from past cases is critical

Getting Started

Core Concepts

Guides

Examples

IT Support Demo

Overview

The Problem

How ICRL Solves This

Demo Structure

Running the Demo

Expected Results

Prerequisites

Key Insight

​Overview

​The Problem

​How ICRL Solves This

​Demo Structure

​Running the Demo

​Expected Results

​Prerequisites

​Key Insight

Overview

The Problem

How ICRL Solves This

Demo Structure

Running the Demo

Expected Results

Prerequisites

Key Insight