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Case study: Transforming IT Services with AI conversational Agent
Executive summary
This case study presents the design, development, and deployment of an AI-powered conversational agent built for the IT Services department of a large enterprise. The goal was to streamline employee access to IT service information, automate responses to frequently asked questions, and reduce the workload on IT helpdesk teams. The conversational agent was built and deployed in Azure AI Foundry, leveraging Microsoft’s cloud-native AI ecosystem, including Azure OpenAI, Azure Cognitive Search, and managed identity integrations. The solution now provides 24/7 intelligent support, allowing employees to instantly access IT policies, troubleshooting guides, and service handbook information directly through Microsoft Teams.
About the client
Our client is a global leader in advanced, energy-efficient air treatment and climate control solutions. With operations in more than 30 countries and a presence in over 50, the company employs more than 5500 people. Known for innovation and excellence, the organization continuously invests in new technologies to enhance operational efficiency and employee experience.
The challenge
The IT department faced several challenges that are common across large organizations:​​
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High Volume of Repetitive Requests: The IT helpdesk was frequently overloaded with repetitive queries related to password resets, VPN issues, device policies, and system access. These inquiries consumed significant staff time, slowing down response rates for more complex support requests.
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Difficulty Accessing Policy Information: Employees often struggled to find answers in lengthy IT handbooks and documentation stored across multiple systems. This led to frustration, inconsistent information sharing, and inefficiencies in IT operations.
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Limited Support Availability: Support was only available during business hours, leaving employees without help during evenings, weekends, or travel across time zones.
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Scattered Information Sources: IT service handbooks, troubleshooting guides, and FAQs were stored in various repositories, making it difficult to retrieve consistent and accurate information quickly.​
These challenges highlighted the need for a centralized, intelligent, and conversational solution to improve employee experience, reduce manual workload, and increase operational efficiency within IT. To address these challenges, Digisource developed and deployed a custom AI Conversational Agent designed to act as a virtual IT assistant for all employees.
Platform and deployment
The agent was built and deployed in Azure AI Foundry, ensuring scalability, data security, and seamless integration with the client’s IT infrastructure. Azure-native services such as Azure OpenAI, Azure Cognitive Search, Blob Storage, and Managed Identities were utilized to ensure enterprise-grade compliance and performance.
Architecture overview
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​​User Interface: Employees interact with the agent directly through Microsoft Teams, allowing easy access without new tools or logins.
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Access Control: Authentication and permissions are handled using Microsoft Entra ID (Azure AD) with role-based access and Multi-Factor Authentication (MFA).
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Knowledge Source: All IT handbooks, troubleshooting guides, and policy documents are indexed in Azure AI Search, which breaks down large documents into smaller semantic chunks
for fast retrieval.
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RAG-based Intelligence: The system uses Retrieval-Augmented Generation (RAG) — retrieving relevant document sections before generating grounded, context-aware answers
through Azure OpenAI GPT models.
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Orchestration: An Azure Function App routes queries, manages context, and handles multi-turn conversations efficiently.
Key functional capabilities
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​​​Instant Answers to IT Queries: The AI agent provides quick, policy-grounded responses to questions about IT services, access protocols, and troubleshooting.
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Troubleshooting Assistance: Employees can describe an IT issue in plain language, and the AI agent provides guided diagnostic steps or directs them to relevant self-service resources.
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​24/7 Availability: Always accessible via Teams, the agent delivers support outside business hours, improving global employee experience.
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Secure & Compliant: Data remains within the organization’s Azure environment, encrypted both at rest and in transit, and compliant with GDPR, ISO, and SOC standards.
The benefits
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​Increased IT Efficiency: The AI agent has automated over 60% of routine queries, freeing IT support teams to focus on higher-value problem-solving and project work.
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Reduced Response Times: Employees now receive instant answers, eliminating delays caused by manual triaging or email backlogs.
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Improved Employee Satisfaction:​ With always-available IT support and consistent answers, employee satisfaction and engagement levels have improved significantly.
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Lower Operational Costs: The automation of repetitive IT support functions has led to measurable cost savings in support operations.
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Consistent & Reliable Information: The use of a centralized AI knowledge base ensures that employees always receive accurate and up-to-date information aligned with official IT policies.
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Scalability & Flexibility: Built in Azure AI Foundry, the solution can easily scale to support thousands of users, integrat with new systems, or expand into other domains like HR, finance, or operations.
Conclusion
The AI Conversational Agent has transformed the way employees interact with IT services. By combining Generative AI with enterprise-grade security and scalability, the solution bridges the gap between complex IT documentation and user-friendly self-service. Through Azure AI Foundry, Digisource delivered a secure, compliant, and intelligent system that saves time, reduces costs, and enhances the employee experience across the organization. This project demonstrates how AI-driven service automation can modernize internal support functions, enabling organizations to become more agile, efficient, and future-ready.
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