AI agent integrated into Microsoft Teams to resolve
L1 IT support tickets for a multinational enterprise
In 2024, a multinational enterprise reached out to Devana to solve its IT support management challenge. At the time, its ITSM was outsourced at an exorbitant cost, with response times exceeding 30 minutes.
Deployed on-premises, Devana enabled the rollout of an AI agent integrated into the Teams environment to cover ITSM in-house, handling L1 tickets in under 2 seconds on average.
The agent covers the full IT environment: Active Directory, VoIP, Office 365, multi-factor authentication, OneDrive, Outlook, and internal portals.
Available directly in Microsoft Teams, the AI agent handles common IT requests: password resets, VPN configuration, software access, printer setup, MFA troubleshooting. Employees get their answers in under 2 seconds on average.
Copilot for L2 support engineers: surfaces relevant knowledge base articles, provides resolution context from the agent's initial triage, and drafts responses for complex cases requiring human expertise.
The project followed the Devana Protocol©: start with a controlled MVP, validate with real users, then scale with enterprise integrations
Initial deployment with a curated knowledge base built from structured Excel documents, converted to optimized Markdown format. Manual weekly updates by the support team ensured content accuracy during the validation period.
Full integration with the enterprise ServiceNow instance via API. The knowledge base is now synchronized automatically, tickets are created and updated in real-time, and resolution patterns feed back into continuous improvement.