Using AI in the IT Helpdesk
Client Objective:
The client sought to enhance the efficiency of their IT helpdesk support operations by integrating an AI-powered chatbot into their existing ticketing system. The primary goal was to automate responses to simple, repetitive queries frequently submitted by end users, thereby reducing the volume of support tickets and ensuring adequate Helpdesk Staff Cover.
Our Approach:
We began by coordinating with the ticketing system provider to secure a free trial of the chatbot solution. Once access was granted, we configured the chatbot to align with the client’s specific requirements. This included:
• Customising and optimising prompt structures
• Preloading the system with tailored responses for common user queries, including those related to Microsoft 365 assistance and PowerPlatform
• Ensuring seamless integration with the existing ticketing workflow
Pilot and Feedback Loop:
To validate the solution, we initiated a controlled rollout to a select group of users. This pilot phase allowed us to gather targeted feedback and fine-tune the chatbot’s responses for accuracy, tone, and relevance. Based on the insights collected, we made iterative improvements before proceeding with a full-scale deployment to all end users.
Final Implementation:
Following successful testing and client approval, I facilitated the contractual agreement with the service provider to transition the chatbot from trial to a permanent solution.
Outcome:
The implementation delivered immediate results: the client reported a 20% reduction in support ticket volume shortly after deployment. This efficiency gain is expected to grow further as the chatbot continues to learn and adapt over time, aiding in technical troubleshooting.
Discount Scheme Management
Client Objective:
The client operated a partnership scheme allowing local businesses to enrol, granting their employees access to discounted services. However, the administrative process behind this initiative had become increasingly inefficient and difficult to manage.
Challenges Identified:
At the time of engagement, the scheme was being managed across three separate spreadsheets. This approach required extensive manual effort, including:
• Copying and pasting data between files
• Sending individual emails to new members
• Lacking any reliable method to verify whether a customer was genuinely eligible for the discount
Our Solution:
We developed a bespoke PowerApp to centralise and automate the management of the scheme. Key features included:
• A structured database of current and prospective member companies
• A digital sign-up form for employees of member businesses to register for the discount
• Real-time visibility for the client into how many employees had registered per company
• Automatic generation of a unique verification code for each registrant, which were then automatically sent to them in a welcome email
To support membership verification, we also built a companion PowerApp that allowed staff to validate these unique codes at the point of service. Additionally, the codes were used to generate management information (MI), enabling the client to track scheme usage and assess its ongoing value.
This app was also built using features included in their existing Microsoft licenses, so came with no extra ongoing costs.
Outcome:
The new system significantly reduced administrative overhead, saving several hours of manual work each month. Benefits included:
• Automated email communications
• A simplified and intuitive user interface
• Streamlined workflows and improved data accuracy
• Clear reporting to support strategic decision-making
Supplier Management System
Client Objective:
The client had previously explored several “out-of-the-box” supplier management solutions but found the associated costs prohibitive. They required a system that could deliver core functionality without incurring additional monthly expenses.
Our Solution:
We designed and implemented a bespoke supplier management system using SharePoint as the central platform, integrated with a custom-built PowerApp.
This approach provided the client with a robust and user-friendly solution that included:
• Automated email reminders to designated staff when supplier contracts approached renewal
• Scheduled meeting prompts at predefined intervals
• A clean, intuitive interface to view and sort suppliers by contract value, strategic importance, and duration
Benefits Delivered:
By leveraging SharePoint — a platform already in use by the client — we eliminated the need for additional licensing or subscription costs. This resulted in substantial financial savings compared to commercial alternatives, while still delivering the functionality and visibility the client required.
Outcome:
The client now benefits from a streamlined supplier management process, improved contract oversight, and enhanced operational efficiency — all without increasing their monthly expenditure.