IT support queues fill up with the same handful of requests. Someone can't sign in. Someone's VPN has dropped. A printer needs adding. A new application needs installing. None of this is technically hard. Each one still occupies an engineer.
An AI chatbot can close most of those tickets on its own, without waiting for a person to pick them up.
What the chatbot does
The chatbot lives in your ticketing tool or in Microsoft Teams. When a member of staff reports a problem, it:
- Reads the request through natural language processing
- Asks follow-up questions when the description is incomplete
- Runs a known fix where a workflow already exists (password reset, licence assignment, VPN configuration)
- Passes the ticket to a person when the problem falls outside those workflows, attaching everything it has already collected
A scripted bot matches keywords. An AI chatbot works out the request even when the wording is loose.
Requests it can close
- Password resets and unlocked accounts
- MFA enrolment and common MFA faults
- Software installation requests
- VPN and remote access problems
- New starter provisioning (accounts and licences)
- Common Microsoft 365 how-to questions
- Progress updates on open tickets
Work that still needs a person
- Complex network faults
- Hardware failures
- Security incidents
- Strategic IT decisions
- Anything that needs someone on site with the equipment
Repetitive tickets stop occupying the engineers. That leaves them for faults that need judgement or physical access.
The workflows behind the chatbot
Those known fixes sit inside workflow automation. Password resets, licence assignment and new-starter accounts are repeating processes the chatbot is there to run.
Effect on resolution times
Tickets the chatbot can close go from hours of waiting to a few minutes. There's no queue and no email chain while someone finds a slot.
When a person still has to take over, the chatbot has already collected the diagnostics. The engineer starts with that context rather than asking the same questions again.
Putting one in place
The usual route is a Microsoft Teams chatbot wired to your IT systems through APIs. It draws on your existing knowledge base and runbooks, and it writes every action into your ticketing system.
Setup usually takes two to four weeks, including workflow configuration and testing. It's then live, and coverage improves as it works through more tickets.
How Wanzo runs this
For businesses on a managed IT retainer, we put an AI helpdesk in Microsoft Teams. Routine issues close through the bot. The rest go to our engineers.
Write to us
If you want to know which of your current tickets this would close, write to us. We'll go through the repeating requests and say which ones the helpdesk can take.