{"id":1763,"date":"2025-05-27T08:25:00","date_gmt":"2025-05-27T08:25:00","guid":{"rendered":"http:\/\/neu.koetzingit.de\/ein-echter-kunden-support-fall-geloest-mit-hilfe-von-ki\/"},"modified":"2026-06-02T13:31:57","modified_gmt":"2026-06-02T13:31:57","slug":"ein-echter-kunden-support-fall-geloest-mit-hilfe-von-ki","status":"publish","type":"post","link":"https:\/\/www.koetzingit.de\/en\/ein-echter-kunden-support-fall-geloest-mit-hilfe-von-ki\/","title":{"rendered":"A real customer support case, solved with the help of AI!"},"content":{"rendered":"<p><span class=\"dropcapmiddle\">H<\/span>These days, AI is everywhere\u2014and I\u2019ve been working with it for a long time. When I came across an article on LinkedIn, I immediately recognized the potential for one of my clients. I adapted the approaches outlined in the article, tailored my preparation to the client\u2019s specific problem, and achieved a <strong>amazing result<\/strong>: Thanks to AI, I was able to do it within <strong>identify the exact problem in about a minute<\/strong> \u2013 something that would have taken much longer without AI. In this article, I\u2019ll talk about a <strong>actual support case <\/strong>and show how AI helped me solve a customer problem in no time.<\/p>\n<p><!--more--><\/p>\n<h3><span class=\"label label-success\">What exactly is this about?<\/span><\/h3>\n<p>The customer was having a problem where the print service in their multi-user system kept crashing\u2014and no one knew why. The event log provided almost no clues, other than that <code>splwow64.exe<\/code> had triggered an exception. At the time, all I knew was that a 32-bit printer driver was being used on a 64-bit operating system, <strong>what should generally be avoided<\/strong>.<br \/>Since there was no crash dump available for the incident, I first explained to the customer how to create one <strong>Dump<\/strong> could generate. The customer then made the necessary changes and waited until the print service crashed again. I absolutely needed the crash dump so that I\u2014or rather, the AI\u2014could get to the bottom of the problem.<\/p>\n<p>In the meantime, I adapted the following <a href=\"https:\/\/svnscha.de\/posts\/ai-meets-windbg\/\" target=\"_blank\" rel=\"noopener\">Blog post<\/a>, which I found on LinkedIn\u2014which wasn't exactly easy if you don't work in that field on a daily basis.<\/p>\n<h3><span class=\"label label-success\">Requirements<\/span><\/h3>\n<ul>\n<li>Free installation of Python 3.10 or later.<\/li>\n<li>Free installation of Visual Studio Code (version 1.99 or later).<\/li>\n<li>Free installation of Debugging Tools for Windows.<\/li>\n<li>A free GitHub account (if you don't already have one).<\/li>\n<li>Free installation of Git for Windows.\n<\/li>\n<\/ul>\n<p>After the customer contacted me and sent me the process dump from <strong>splwow64.exe<\/strong> had sent, I wanted to find out just how much the AI could help me. That\u2019s why I\u2019m sharing here the exact prompts I gave to GitHub Copilot (GPT-4.1). I had saved the client\u2019s dump to <strong>C:\\Dumps<\/strong> saved.<\/p>\n<p>First, the AI needs to know which dump to analyze, so I just have it search for it: this takes about 5 seconds.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-1759\" src=\"http:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p1.jpg\" alt=\"Prompt 1\" width=\"938\" height=\"357\"  title=\"A real customer support case, solved with the help of AI!\" srcset=\"https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p1.jpg 938w, https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p1-300x114.jpg 300w, https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p1-768x292.jpg 768w\" sizes=\"auto, (max-width: 938px) 100vw, 938px\" \/><\/p>\n<p>Next, the AI will analyze the dump: this will take about 15 seconds.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-1760\" src=\"http:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p2.jpg\" alt=\"Prompt 2\" width=\"938\" height=\"739\"  title=\"A real customer support case, solved with the help of AI!\" srcset=\"https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p2.jpg 938w, https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p2-300x236.jpg 300w, https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p2-768x605.jpg 768w\" sizes=\"auto, (max-width: 938px) 100vw, 938px\" \/><\/p>\n<p><strong>Okay, wow!<\/strong> <br \/>That's a very specific description of what caused the error! But I'd like a bit more detail, so I'd like to see the status of the printer driver:<br \/>Duration: approx. 15 seconds.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-1761\" src=\"http:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p3.jpg\" alt=\"Prompt 3\" width=\"938\" height=\"477\"  title=\"A real customer support case, solved with the help of AI!\" srcset=\"https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p3.jpg 938w, https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p3-300x153.jpg 300w, https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p3-768x391.jpg 768w\" sizes=\"auto, (max-width: 938px) 100vw, 938px\" \/><\/p>\n<p>That is very precise and includes a <strong>Summary and Actions, <\/strong>which leads to <strong>Resolution<\/strong> should be carried out to address the problem.\u00a0<br \/>But the thing is, printer drivers often get updated without anyone noticing, or the driver is simply downloaded from the print server via P2P, so I\u2019d like to know the date of the printer driver. So: <strong>Show driver date for koax8j* <br \/><\/strong>Duration: approx. 10 seconds.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-1762\" src=\"http:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p4.jpg\" alt=\"Prompt 4\" width=\"938\" height=\"446\"  title=\"A real customer support case, solved with the help of AI!\" srcset=\"https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p4.jpg 938w, https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p4-300x143.jpg 300w, https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/blog_ki-p4-768x365.jpg 768w\" sizes=\"auto, (max-width: 938px) 100vw, 938px\" \/><\/p>\n<p>Now we've got it figured out! The problematic printer driver is for a <strong>Konica Minolta<\/strong> printer and was in the <strong>April 2021<\/strong> published.\u00a0<\/p>\n<h3><span class=\"label label-success\">Therefore, the following recommendation for the customer<\/span><\/h3>\n<ul>\n<li>Update to the <strong>Konica Minolta<\/strong> Printer driver released after April 2021.<\/li>\n<li>Use of a 64-bit printer driver.<\/li>\n<li>Enable printer isolation via GPO to prevent the printer service from crashing in the first place.<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p>In addition to the standard dumps, I also have <strong>LiveKD Stack Traces<\/strong> (these are pretty large log files) and have them analyzed by AI, and I'm really excited about it too!<\/p>\n<p>\u00a0<\/p>\n<h3><span class=\"label label-success\">Summary<\/span><\/h3>\n<p>I have analyzed crash dumps with WinDBG on numerous occasions and have conducted training sessions at <a href=\"https:\/\/www.patterndiagnostics.com\/\" target=\"_blank\" rel=\"noopener\">Dmitry Vostokov<\/a> completed\u2014which makes it much easier for me to provide the \u201eright\u201c prompts. Of course, a basic understanding is still necessary, but with AI support, it speeds up the analysis process tremendously. So if you\u2019re well prepared for a crash dump, you can solve it in no time with the help of AI\u2014or at least achieve a very good result.<\/p>","protected":false},"excerpt":{"rendered":"<p>Heutzutage ist KI allgegenw\u00e4rtig \u2013 und ich arbeite schon lange mit ihr. Als ich auf LinkedIn einen Artikel entdeckte, erkannte [&hellip;]<\/p>\n","protected":false},"author":1755,"featured_media":1758,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-1763","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles-de"],"uagb_featured_image_src":{"full":["https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/windbg-github.png",300,300,false],"thumbnail":["https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/windbg-github-150x150.png",150,150,true],"medium":["https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/windbg-github.png",300,300,false],"medium_large":["https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/windbg-github.png",300,300,false],"large":["https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/windbg-github.png",300,300,false],"1536x1536":["https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/windbg-github.png",300,300,false],"2048x2048":["https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/windbg-github.png",300,300,false],"trp-custom-language-flag":["https:\/\/www.koetzingit.de\/wp-content\/uploads\/2025\/05\/windbg-github.png",12,12,false]},"uagb_author_info":{"display_name":"Thomas K\u00f6tzing","author_link":"https:\/\/www.koetzingit.de\/en\/author\/thomas-koetzing\/"},"uagb_comment_info":0,"uagb_excerpt":"Heutzutage ist KI allgegenw\u00e4rtig \u2013 und ich arbeite schon lange mit ihr. Als ich auf LinkedIn einen Artikel entdeckte, erkannte [&hellip;]","_links":{"self":[{"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/posts\/1763","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/users\/1755"}],"replies":[{"embeddable":true,"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/comments?post=1763"}],"version-history":[{"count":1,"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/posts\/1763\/revisions"}],"predecessor-version":[{"id":1839,"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/posts\/1763\/revisions\/1839"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/media\/1758"}],"wp:attachment":[{"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/media?parent=1763"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/categories?post=1763"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.koetzingit.de\/en\/wp-json\/wp\/v2\/tags?post=1763"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}