IT Helpdesk Bot

Overview

A 2,000-person company's IT helpdesk was overwhelmed. The 5-person team handled 400+ tickets per week, 70% of which were repetitive L1 issues. Average resolution time was 4 hours, and employee satisfaction with IT support was at an all-time low. We deployed an AI helpdesk agent that lives in Slack and Teams, understands natural language requests, and actually resolves issues — not just routes them.

The Challenge

IT support requires actual system access to resolve issues — resetting passwords, provisioning software licenses, configuring VPN settings. The AI couldn't just answer questions; it needed to take action across Active Directory, Okta, Jira Service Management, and various SaaS admin panels. Security was paramount — every action needed proper authorization and audit logging.

Our Approach

We built a secure action framework that gives the AI controlled access to IT systems through API integrations. Each action type has defined permissions, requires user verification, and is fully logged. The AI uses natural language understanding to identify the issue, confirms the action with the user, executes it, and verifies success. Complex issues are escalated to human agents with full diagnostic context.

Key Features

• Natural language ticket creation and resolution
• Automated password resets with identity verification
• Software access provisioning and de-provisioning
• VPN and connectivity troubleshooting
• Knowledge base search and answer generation
• Intelligent escalation with diagnostic context
• Full audit trail for compliance

Results

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