1.1 Introduction

Welcome! During this workshop, we will explore how to build a powerful, event-driven Retrieval-Augmented Generation (RAG) system on Red Hat OpenShift AI. This lab demonstrates how to leverage modern AI/ML workflows to solve a common enterprise challenge: unlocking valuable knowledge trapped in unstructured data sources like service desk tickets and technical PDF documents.

Your Role

For this workshop, you are an engineer on an innovative new team at "Parasol Insurance", a large multinational corporation. The company is in the midst of a digital transformation and is looking to modernize its IT support and operations by applying artificial intelligence (AI) and machine learning (ML) technologies to improve efficiency and decision-making.

Your team’s mission is to build a prototype system that proves the value of this new approach.

The Workshop Goal

We will build a system that can:

  • Automatically ingest and understand incident resolutions from a ServiceNow API.

  • Process and extract knowledge from technical PDF documents in real-time.

  • Power an intelligent AI assistant with this domain-specific knowledge.

By the end of this lab, you will have hands-on experience deploying the infrastructure and AI pipelines necessary to create a modern, scalable, and secure Enterprise RAG solution on OpenShift.

Let’s begin by examining the specific business problem we need to solve.