Revolutionizing IT Help Desk Operations with AI Integration

Location: United States

Industry: IT Service Management, Customer Support

Project Background

Our client, a leader in digital workflow solutions, sought to revolutionize its IT help desk operations to enhance customer experience and boost the productivity of its IT help desk agents. They collaborated with Allied Consultants to integrate advanced AI technologies into their existing systems to achieve this. 

Scope: Implementing AI capabilities within Microsoft Outlook and Teams for client’s service desk environment.

Challenges

The client was facing the following challenges: 

  • Integration Complexity: Ensuring seamless integration of AI functionalities with existing Microsoft Outlook and Teams applications without disrupting current operations.
  • Data Security: Managing data security as the solution needs to access sensitive content from offline documents, SharePoint, and ServiceNow.
  • User Adoption: Encouraging helpdesk agents to adopt new tools and methodologies that rely on AI, overcoming resistance to change.

Solutions

  • AI Integration: Deployed an AI-driven copilot capable of accessing real-time responses from multiple content sources, including offline documents, SharePoint, and ServiceNow databases.
  • Advanced AI Features: Implemented generative AI to produce natural and engaging responses, capable of handling complex queries, follow-up questions, and dynamic scenarios.
  • Training and Support: Conducted extensive training sessions for helpdesk agents and provided continuous support to facilitate smooth transition and adoption.

Results

  • Help desk agents reported a significant reduction in response time to customer queries, improving overall efficiency by 30%.
  • The quality of responses improved, leading to higher customer satisfaction rates and reduced issue escalation.
  • Streamlined the information retrieval process, reducing the workload on agents and allowing them to focus on more critical tasks.

Tech Stack

  • Microsoft Teams
  • Outlook Extension
  • Microsoft Azure AI
  • Logic Apps
  • SharePoint
  • Azure SQL Database
  • GitHub

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