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Kakao’s Connectivity Platform team set out to solve a familiar internal problem: employees across the organization needed a faster, more reliable way to get answers about internal systems, APIs, and operational procedures. The result was **Service Desk Agent**, an AI-powered internal service desk designed to answer questions in natural language using Kakao’s internal documentation and historical inquiry data.
Built as a Retrieval-Augmented Generation (RAG) system on top of LangGraph, Service Desk Agent acts as a conversational interface to Kakao’s internal knowledge. This helps employees resolve issues quickly, while reducing repetitive work for support staff.
Built as a Retrieval-Augmented Generation (RAG) system on top of LangGraph, Service Desk Agent acts as a conversational interface to Kakao’s internal knowledge. This helps employees resolve issues quickly, while reducing repetitive work for their support staff.
## The challenge: searching complex internal knowledge at scale