Análisis para la implementación de un sistema de soporte técnico automatizado basado en LLM y Docker: Arquitectura contenerizada para la automatización del primer nivel de atención mediante inteligencia artificial
Year: 2026
Type: article
Abstract: This article presents the design and implementation of an automated technical support system based on a large-scale language model (LLM), deployed using Docker containers and integrated with a web interface developed in Python. The goal is to optimize technical incident management by automating first-level support. The system interprets requests in natural language, classifies tickets according to their complexity level, and generates contextualized responses. The proposed architecture allows for scalability, service isolation, and efficient maintenance. Experimental results show a significant reduction in response times and improved load distribution across support levels. Finally, limitations related to automatic classification and performance based on computational resources are discussed, proposing future improvements in specialized models and system optimization.
Institution: Tecnológico de Estudios Superiores de Ecatepec
Language: Spanish
Subfield: Computer Networks and Communications
Field: Computer Science
Domain: Physical Sciences
Open Access status: diamond
OpenAlex ID: W7220211160