Overview

In critical production environments, the ability to quickly diagnose and resolve incidents is essential to maintain service continuity.

However, when access to production data is restricted, support teams often depend on specialists with privileged permissions to investigate issues.

To streamline this process, PROD Support AI Engine was developed—an AI-powered solution that allows teams to query production data using natural language, reducing investigation time and removing the need for live troubleshooting sessions.

The challenge

When an error occurs in a production activation, the current troubleshooting process requires scheduling a meeting between the support team and the client organization employee located in the United States who has access to:

• Production activations

• Input data

• Querying the production database

During these sessions, the specialist shares their screen while the support team instructs them on:

• Which queries to run

• Which activations to review

• Which records to inspect

This approach introduces several limitations:

• Dependency on a specific individual with privileged access

• Coordination delays across teams and time zones

• Slower incident resolution

• Excessive reliance on live meetings for technical investigation

As a result, the troubleshooting process becomes slow, inefficient, and difficult to scale.

The solution: PROD Support AI Engine

To address this challenge, the PROD Support AI Engine was proposed—an AI-powered solution that allows support teams to interact with the production database (MongoDB) using natural language queries.

The system enables support engineers to:

• Directly query production data

• Investigate activations and related records

• Receive contextual responses generated by AI

The engine also includes automatic PHI detection, ensuring that any sensitive healthcare data is identified and obfuscated before being displayed.

This ensures compliance with privacy requirements while accelerating technical troubleshooting.

Results

The implementation of the PROD Support AI Engine delivers measurable improvements in production support operations:

• 25% reduction in first-analysis investigation time

• 33% reduction in bug resolution time

• 100% elimination of live troubleshooting sessions

The outcome is a faster, more autonomous, and scalable support model that enables teams to resolve incidents more efficiently while reducing operational dependencies.