Published on July 6, 2024
Updated on July 11, 2024
1 min read
Reinventing employee support
Traditional IT service desks struggle with repetitive requests and long resolution times. AI-assisted support blends virtual agents, knowledge search, and human escalations seamlessly.
Platform building blocks
Microsoft Digital Contact Center Platform (DCCP) for omnichannel routing.
Power Virtual Agents (now Copilot Studio) to orchestrate conversational flows.
Copilot for Service to summarize cases and draft responses inside Dynamics or Salesforce.
Azure OpenAI Service hosting custom GPT models fine-tuned on your knowledge base.
Experience blueprint
User submits a request via Teams, email, or portal.
Virtual agent triages, runs diagnostics (device checks via Intune APIs), and offers knowledge answers.
If unresolved, the case escalates to a live agent with AI-generated context.
Post-resolution feedback updates the knowledge base and model prompts.
Swap in a support demo or training clip.
Implementation milestones
Data curation: consolidate knowledge articles, SOPs, and device telemetry in a searchable index (Azure Cognitive Search).
Security + privacy: configure data loss prevention and redact PII before sending prompts to Azure OpenAI.
Adoption: run champions program, publish release notes, and capture satisfaction scores.
Metrics to watch
First contact resolution (FCR).
Average handle time (AHT) improvement.
Self-service deflection rate.
Wrap with a checklist download or service desk transformation workshop.
