AI IT Support Agent
An AI support chatbot for internal users, grounded in the organization’s own ITSM knowledge base.
Copilot Studio agent that helps internal users in a large enterprise organization get precise, fast IT support. It is grounded in the organization’s own ITSM knowledge articles (migrated into Dataverse and enriched with AI‑generated category tags across 15 fixed categories). A confidence‑score check validates every answer. Delivered as a PoC with incremental releases, close collaboration with the organization’s internal developers, and a clear roadmap from PoC through full production rollout across the organization.
What this agent does
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Answers IT support questions grounded in migrated ITSM knowledge articles (Dataversehosted, AIcategorised into 15 fixed categories).
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Confidence‑scored generative answers composed via AI Builder prompts in the tone of an internal IT support engineer.
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Three‑environment ALM (Dev unmanaged / Test managed / Prod managed) with Power Platform Pipelines solution deployment — Dev → Test → Prod.
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Planned escalation flow to human IT support (phase 2) when confidence is low or the topic sits outside the curated knowledge base.
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Sidebyside delivery with the organization’s own developers — building internal capability to extend and maintain the agent.
What you can expect
Measured as deflection rate of routine IT questions from the human support queue and cost‑per‑resolved‑question.
Measured as improved answer consistency grounded in validated internal knowledge, with clear guardrails around when external or general LLM knowledge is permitted.
Measured as reduced routine‑question load on the central IT function, freeing capacity for higher‑complexity work.
Measured as time‑to‑answer for employees (seconds vs. waiting on a ticket) across the full organization.