AI-Enabled Internal Helpdesk
Support operations with an isolated AI layer.
A self-hosted internal support platform with Microsoft 365 integration, role-based access control, audit trails, operational KPIs and an isolated AI module for ticket classification, prioritization, summaries and response drafting.
Internal support requests handled through email and chat, with no queue, no history and no way to measure load or response quality.
Support work was invisible: impossible to prioritize, audit or improve — and repetitive triage consumed skilled time.
Build a governed ticketing core first; add AI as a separate, isolated module that assists agents — classification, priority, summaries, drafts — without ever acting autonomously on user data.
Self-hosted platform, Microsoft 365 identity integration, RBAC, full audit trail, KPI layer, and a segregated AI service consuming only the data required for each task.
Architecture, development and AI-module design.
Measurable support operations and faster, more consistent handling — with AI assisting people rather than replacing accountability.