Support Triage CoPilot (Chatbot)
Purpose of this project was to create a chatbot that was a point of contact for those seeking support to offer self-help or help triage the issue to aid the support team to a quicker resolution.
Challenge
The support staff monitor a teams channel where the corporate staff enter support needs. This channel is monitored during central US working hours and requires support staff to monitor it to do the following: provide direct support, create a support ticket, or escalate as needed. While this has fulfilled the support needs it does not allow the IT management to know how utilized their support staff is without tickets being created. Another issue is that the support staff is repeating triage steps with common support needs that can be automated or steps can be provided that the user can self-service without the need for support to be involved.
Technology Utilized
Easy Vista
A support management system that is what hosts the tickets and an integration point for the chatbot-connected flows.
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M365
Stores data used by the self-help and other features of the copilot.
Adaptive Cards
Were utilized to format the responses in teams to show datasets of information or color code the information to bring attention to it.
Teams Channels
A content host and how the users interacted with the copilot in the teams client.
Power Flows
All flows were connected to the copilot to perform many features that allowed the perception of intelligence concerning support needs.
CoPilot Studio
A chatbot that hosts topics for support triage/self-help.
Strategy
A copilot chatbot was created that allowed topics to be added that would take the users through a series of steps that would provide an adaptive card with self-help steps for the user, or a series of questions that would triage the issue to aid in ticket creation and directing to the correct support staff. The business also can manage the self-help articles as they are stored in a SharePoint site as pages with accompanying documents as well as many other helpful features like global topic responses to show a global message like an outage or a specific topic outage. A requested feature was a service hour feature that during specific hours daily the chatbot would either create a ticket or direct them to a global helpdesk for off-hours support so the ticket would not sit in a ticket queue.
Result
The chatbot has provided a higher level of support for the organization and allowed fewer users to monitor a support channel but allows the bot to triage and offer self-help alternatives that provide quicker ticket resolution, or no tickets required