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View downloadsIT scenario: IT helpdesk chatbot
Download scenario guideAvailable with: Copilot for Microsoft 365 and Copilot Studio Scenario level:
KPIs impacted
NPS
Reduce costs
Value benefit
Cost savings
Employee experience
Using Copilot to create an IT helpdesk chatbot
1. Create a chatbot
Create a custom copilot bot by describing what you want it to do, including instructions, including triggers, knowledge to pull answers from including links and support documentation, and actions such as creating a helpdesk ticket.
Copilot Studio
Activity: Create an agent in Copilot Studios by describing what you want it to do, and adding resources and actions for it to take, and triggers for different flows.
2. Add internal policies
Add internal help policies for your Copilot bot to use when answering questions.
Copilot Studio
Activity: Add a link to an internal troubleshooting document Trigger, and add a description “return answers about troubleshooting connection issues.”
3. Ticket Status
Allow users to check the status on helpdesk tickets they have raised.
Copilot Studio
Activity: Add a trigger to connect with your helpdesk ticketing tool “return answers on current tickets for this user”. Make responses more personalized under Topics in Adaptive Card.
4. Connect to a human
Allow to transfer a conversion to an agent if Copilot cannot solve.
Copilot Studio
Activity: Add “transfer conversation” to an agent in Topics.
5. Update support documentation
Leveraging the feedback collected, use Copilot in Word to update employee resources and knowledge bases.
Copilot in Word
Sample Prompt: Compare this support document with the feedback document and recommend any updates or changes needed to address the feedback collected in the support document.
6. Reporting
Use Copilot in Word to help draft a report on employee help topics to determine potential improvements.
Copilot in Word
Sample Prompt: Draft a report showing trends in employee help topics to help us understand where the most complaints are centered so we can improve these processes or offerings.
1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.
2Access Copilot at copilot.microsoft.com, the Microsoft Copilot mobile app, or the Copilot app in Teams, and set toggle to “Work”.
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.
