Gemini ADK Operations Copilot
An internal AI assistant using Google Gemini ADK — grounded on SOPs and ticket history to help support and engineering teams resolve issues faster.
Delivered by Facto IT
47% faster ticket triage
The challenge
Support and engineering teams searched across Confluence pages, PDF runbooks, and closed tickets to answer repeat questions. Knowledge was current but fragmented, slowing incident response and onboarding for new hires.
Our approach
Facto IT built a Gemini ADK agent with retrieval-augmented generation over approved SOPs, release notes, and ticket summaries. Human-in-the-loop approval was required before customer-facing replies, with full prompt and source citation logging.
Architecture
Gemini ADK agent with RAG over approved SOPs, release notes, and ticket summaries, plus citation and prompt logging.
Security
Human-in-the-loop approval for customer-facing replies and full logging of prompts and sources for auditability.
Measurable results
- 47% faster first-response triage on L1 support tickets
- Grounded answers with source citations reduced escalation rates
- New hire onboarding time for core workflows shortened by three weeks