ResolveAI – Enterprise IT Incident Resolution Platform

AI-powered enterprise incident management platform that automates ticket triage, intelligent routing, human approvals, and workflow orchestration using UiPath Maestro for faster,smarter IT operations.

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ResolveAI – Enterprise IT Incident Resolution Platform

Inspiration

Enterprise IT teams handle thousands of support requests every day, many of which involve repetitive processes such as password resets, access requests, software installation, VPN issues, and account provisioning. These manual workflows increase response times, create inconsistent prioritization, and consume valuable engineering resources.

ResolveAI was built to modernize incident management by combining AI-powered decision making with UiPath Maestro orchestration. Instead of manually routing every ticket, ResolveAI intelligently analyzes incidents, recommends the appropriate resolution path, coordinates automated workflows, and keeps humans involved only when necessary.

What it does

ResolveAI is an AI-powered enterprise incident management platform that streamlines the complete lifecycle of IT support requests.

The platform enables users to submit incidents, automatically classifies requests using an AI decision pipeline, determines business priority, recommends knowledge base solutions, routes workflows through UiPath orchestration, supports manager approvals for high-risk operations, tracks execution logs, and provides operational analytics through executive dashboards.

Key capabilities include:

  • AI-powered ticket classification
  • Intelligent priority assessment
  • Knowledge base recommendations
  • Human approval workflows
  • UiPath Maestro orchestration
  • Executive operational dashboard
  • Audit logs and workflow tracking
  • Role-Based Access Control
  • Enterprise analytics and reporting

How we built it

ResolveAI was developed using a modular enterprise architecture.

Frontend:

  • HTML5
  • CSS3
  • Modern JavaScript (ES6)

Backend:

  • Node.js REST API

Visualization:

  • Chart.js
  • Lucide Icons

Architecture:

  • Modular frontend components
  • REST API layer
  • AI decision pipeline
  • UiPath integration layer
  • Workflow orchestration
  • Executive analytics

The application is structured so that business logic, workflow orchestration, UI components, API communication, and integrations remain independent, making future enterprise integrations straightforward.

Challenges we ran into

Building an enterprise workflow required balancing automation with governance.

Some of the main challenges included:

  • Designing a modular architecture that separates AI, workflows, and UI.
  • Coordinating multiple decision stages while keeping workflows understandable.
  • Creating an enterprise dashboard capable of presenting operational metrics clearly.
  • Building a flexible integration layer for UiPath while maintaining a clean architecture.
  • Ensuring the platform remains scalable and easy to extend.

Accomplishments that we're proud of

We successfully developed a complete enterprise incident management platform featuring:

  • AI-driven incident analysis
  • Enterprise workflow orchestration
  • Human-in-the-loop approvals
  • Executive operational dashboards
  • Modular REST architecture
  • Detailed execution tracking
  • Role-Based Access Control
  • Professional documentation
  • Production-ready project structure

What we learned

Throughout this project we gained practical experience in enterprise software architecture, workflow orchestration, API design, modular frontend development, operational analytics, and designing systems that combine AI-assisted decision making with human governance.

We also learned the importance of separating business logic from integration layers, making applications easier to maintain and extend for enterprise environments.

What's next for ResolveAI

Our roadmap includes:

  • Real-time integration with UiPath Automation Cloud
  • OpenAI-powered semantic incident analysis
  • ServiceNow integration
  • Microsoft Entra ID authentication
  • PostgreSQL persistence
  • Email and Teams notifications
  • Predictive SLA breach detection
  • Multi-language support
  • Workflow customization for different enterprise departments
  • Advanced analytics powered by machine learning

ResolveAI is designed to evolve into a complete enterprise incident management platform capable of supporting large organizations through intelligent automation and AI-assisted operations.

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