Intelligent IT Assistant

The Intelligent IT Assistant delivers instant, in-context IT help using your existing documentation, with smart escalation for unresolved issues.

​Solution ​

We’ve developed multiple Copilot Agents that act as IT Assistants, delivering fast, accurate answers to common questions using existing handbooks, quick reference guides and knowledge base content.

Each agent is tailored to the organisation’s environment and typically includes:
• Retrieval-based responses using trusted IT documentation
• Conversational flows to guide users step-by-step
• Escalation logic that creates tickets when questions can’t be resolved
• Integration with platforms such as ServiceNow.

Built in Copilot Studio, these agents follow a flexible, reusable framework that makes it easy to scale, enhance and integrate into broader IT workflows.

​Expected value​

Copilot IT Assistant Agents help organisations:

• Reduce first-line support workload by deflecting common queries
• Speed up issue resolution with in-context answers
• Improve consistency and quality of support using existing content
• Enhance the employee experience while lowering operational costs
• Creates a space where new hires can comfortably ask any IT related questions

This approach lays the groundwork for scalable, intelligent IT support across the organisation.

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