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IT support services industry is going through a major transformation with AIbecoming commonplace. There has been a lot of effort in the direction ofautomation at every human touchpoint in the IT support processes. Incidentmanagement is one such process which has been a beacon process for AI basedautomation. The vision is to automate the process from the time anincident/ticket arrives till it is resolved and closed. While text is theprimary mode of communicating the incidents, there has been a growing trend ofusing alternate modalities like image to communicate the problem. A largefraction of IT support tickets today contain attached image data in the form ofscreenshots, log messages, invoices and so on. These attachments help in betterexplanation of the problem which aids in faster resolution. Anybody who aspiresto provide AI based IT support, it is essential to build systems which canhandle multi-modal content. In this paper we present how incident management inIT support domain can be made much more effective using multi-modal analysis.The information extracted from different modalities are correlated to enrichthe information in the ticket and used for better ticket routing andresolution. We evaluate our system using about 25000 real tickets containingattachments from selected problem areas. Our results demonstrate significantimprovements in both routing and resolution with the use of multi-modal ticketanalysis compared to only text based analysis.

Improving IT Support by Enhancing Incident Management Process with Multi-modal Analysis