Microsoft Copilot Studio Power Automate Deployed at Scale

AI-Powered IT Support Agent

An intelligent virtual agent that triages internal IT requests, collects structured intake data, and automatically routes tickets — eliminating repetitive manual work.

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IT Support — Teams Channel
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Hi! I'm the IT Support Agent. How can I help you today?
My laptop won't connect to the VPN
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I can help with that. What's your work email address?
j.smith@ryco.com
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Got it. How urgent is this? High / Medium / Low
High — I have a client call in 1 hour
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✅ Ticket #INC-20481 created and assigned to the Network team. ETA: 30 min.

The Problem

  • IT helpdesk received a high volume of support requests via ad-hoc emails and Teams messages
  • Requests lacked consistent structure — missing urgency, affected system, or contact details
  • Agents spent significant time chasing missing information rather than resolving issues
  • No SLA tracking; priority was assigned manually and inconsistently
  • Peak-hour bottlenecks caused lengthy delays in first response

The Solution

  • Built a Copilot Studio virtual agent deployed to Microsoft Teams
  • Guided intake flow collects: email, issue description, affected system, urgency level
  • Power Automate flow validates input, creates the ticket, sends confirmation
  • Tickets auto-routed to correct team (Network / Hardware / Software / Access)
  • First-response time reduced significantly for automated ticket categories

Representative Impact

Illustrative metrics based on typical outcomes for this type of automation. Actual results vary by organisation size and existing process maturity.

~80% Reduction in unstructured intake requests (representative)
High vol. Repetitive ticket types automated without extra headcount
Hours → Min Typical first-response time improvement (representative)
0 Additional staff required to handle automated volume

How the Agent Works

A five-step guided conversation that turns a vague Teams message into a structured, routed, and confirmed support ticket.

01

User Initiates

Employee messages the IT Support bot in Teams with a free-text description of their issue.

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02

Agent Collects Info

Bot asks for work email, affected system, and urgency level using adaptive card prompts.

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03

Power Automate Fires

A triggered flow validates the data, categorises the ticket, and routes it to the right team queue.

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04

Ticket Created

Ticket is logged in the ITSM system with all fields pre-populated. Ticket ID returned to user.

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05

Confirmation Sent

User receives confirmation in Teams + email with ticket number, assigned team, and estimated SLA.

See the Full Interactive Demo →

Technology Stack

Microsoft Copilot Studio

Conversational AI platform used to design, train and publish the virtual agent dialog flows.

Power Automate

Cloud flows handle ticket creation, data validation, team routing, and email notifications.

Microsoft Teams

Primary deployment channel — agent is available as a Teams app for all employees.

SharePoint / Dataverse

Structured ticket data and entity lists stored in Dataverse; lookup tables in SharePoint.

ITSM Integration

Connector to the internal IT service management system via HTTP action in Power Automate.

Exchange / Outlook

Automated confirmation and escalation emails sent via the Office 365 Outlook connector.