This case study describes how a global oil and gas drilling leader improved IT support by implementing a Generative AI ticket Copilot to handle rising ticket volumes that were causing slow responses, inconsistent support quality, and higher human error risk. Synoptek assessed IT support requirements, then built a tailored IT-Ticket Copilot that uses Azure OpenAI natural language processing to automate ticket analysis and resolution, including AI-generated responses (and images when needed) plus automated, real-time support to reduce manual intervention (pages 1–2). The solution integrated with existing tools and an Azure-based stack including Cosmos DB and vector databases, Cognitive Services, ML Studio, Blob Storage, Python, and frameworks like LangChain and Multimodal-RAG (page 2). Repor

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