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

AMAURY CASTILLO CRUZ; Emmanuel Tonatihu Juarez Velázquez

doi:10.5281/zenodo.19889233

Authors

AMAURY CASTILLO CRUZ TECNOLOGICO DE ESTUDIOS SUPERIORES DE ECATEPEC https://orcid.org/0009-0007-8673-4011
Emmanuel Tonatihu Juarez Velázquez Tecnológico de Estudios Superiores de Ecatepec https://orcid.org/0000-0001-5388-0521

DOI:

https://doi.org/10.5281/zenodo.19889233

Keywords:

Automated technical support, Large Language Models (LLM), Docker containers, Artificial Intelligence, Microservices architecture, Natural language processing, Incident management automation

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.

Author Biographies

AMAURY CASTILLO CRUZ, TECNOLOGICO DE ESTUDIOS SUPERIORES DE ECATEPEC

Estudiante de la Maestría en Ingeniería en Sistemas Computacionales en el Tecnol´ógico de Estudios Superiores de Ecatepec

Emmanuel Tonatihu Juarez Velázquez, Tecnológico de Estudios Superiores de Ecatepec

Professor at the Technological Institute of Higher Studies of Ecatepec,
attached to the area of Computer Systems Engineering.
He has participated in the advising and review of academic works related to
software development, information technologies and applied research processes.

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