Microsoft Scenario Library Information Technology IT support agent

Available with: Copilot Studio

Information Technology scenario: IT support agent

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Scenario

Using AI Agents to create a support agent

Automate ticket intake and creation from customers and/or internal stakeholders, triage, and communication through AI-powered support.

1. Customer intake and data retrieval

Manages intake communication with customer and retrieves details from database if required.

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Copilot Studio Agent

Automatically creates a ticket.

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Copilot Studio Agent

Automatically assigns type, resolution team, and priority based on historical tickets.

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Copilot Studio Agent

Provides ticket lifecycle updates to customers/stakeholders at each milestone (e.g. ticket creation, ticket triage, ticket resolution).

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Copilot Studio Agent

Follows-up with teams on open items on a custom cadence.

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Copilot Studio Agent

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help improve budget variance

Keep your budgets on track by improving employee and process efficiency.
Create internal feedback loop to identify cost saving areas:
  • Draft employee surveys focused on the value of resources utilized and ideas for cost savings
  • Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

How Microsoft Copilot can help improve app usage rates

Create great onboarding experiences and collect and analyze feedback to improve user experiences
Create onboarding materials:
  • Use Copilot to draft training guides
  • Use Copilot to enhance employee handbooks
  • Generate news and announcements

How Microsoft Copilot can help improve the product adoption rate

Create great onboarding experiences and collect and analyze feedback to improve user experiences.
Create onboarding materials:
  • Use Copilot to draft training guides
  • Use Copilot to enhance employee handbooks
  • Generate news and announcements

How Microsoft Copilot can help improve NPS

Real-time AI assistance for faster issue resolution allows agents to focus on delivering high-quality service.
Incorporate feedback:
  • Rapidly analyze customer feedback
  • Quickly create recommendations
  • Swiftly update scripts and processes
  • Create communications to socialize the changes

How Microsoft Copilot can help reduce costs

Use the time savings gained from Copilot to bring activities in-house and reduce reliance on external resources.
Create internal feedback loop to identify cost saving areas:
  • Draft employee surveys focused value of resources utilized and ideas for cost savings
  • Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

How Microsoft Copilot can help optimize service outage response

Copilot helps you work to get your services back up and running and maximize user satisfaction.
Respond to user complaint or inquiry:
  • Respond quickly to inbound emails
  • Access customer records for improved support
  • Gets answer fast by searching internal sites and documents

How Microsoft Copilot can help reduce average support ticket resolution time

Microsoft Copilot enhances customer support by integrating AI assistance into self-service and service desk workflows.
Increase support communications and follow up efficiency:
  • Have Copilot assist with emails inbound and outbound emails
  • Draft email comms and announcements with Copilot
  • Generate meeting notes and follow up items

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.