ENCO: Life-Cycle Management of Enterprise-Grade Copilots

TL;DR

ENCO introduces the DECO framework to improve enterprise copilots by enhancing information retrieval, automating documentation, and streamlining incident resolution for on-call engineers, demonstrating widespread adoption since September 2023.

Contribution

The paper presents the DECO framework with innovative NL2SearchQuery and agentic components for effective retrieval-augmented-generation in enterprise copilots.

Findings

Tens of thousands of interactions since launch

Hundreds of monthly active users across multiple organizations

Effective bridging of documentation gaps through structured incident logs

Abstract

Software engineers frequently grapple with the challenge of accessing disparate documentation and telemetry data, including TroubleShooting Guides (TSGs), incident reports, code repositories, and various internal tools developed by multiple stakeholders. While on-call duties are inevitable, incident resolution becomes even more daunting due to the obscurity of legacy sources and the pressures of strict time constraints. To enhance the efficiency of on-call engineers (OCEs) and streamline their daily workflows, we introduced DECO-a comprehensive framework for developing, deploying, and managing enterprise-grade copilots tailored to improve productivity in engineering routines. This paper details the design and implementation of the DECO framework, emphasizing its innovative NL2SearchQuery functionality and a lightweight agentic framework. These features support efficient and customized retrieval-augmented-generation (RAG) algorithms that not only extract relevant information from diverse sources but also select the most pertinent skills in response to user queries. This enables the addressing of complex technical questions and provides seamless, automated access to internal resources. Additionally, DECO incorporates a robust mechanism for converting unstructured incident logs into user-friendly, structured guides, effectively bridging the documentation gap. Since its launch in September 2023, ENCO has demonstrated its effectiveness through widespread adoption, enabling tens of thousands of interactions and engaging hundreds of monthly active users (MAU) across dozens of organizations within the company.