The IT Support Agent is an AI-powered virtual helpdesk that simplifies common IT interactions. Powered by natural language understanding, it enables users to report incidents, request services, and reset multi-factor authentication (MFA) quickly—no need to navigate complex ticketing systems or fill out lengthy web forms.
The IT Support Agent delivers a simplified and personalized IT support experience through conversational interactions. Users can resolve incidents, manage service requests, and handle MFA resets efficiently. While the system leverages advanced integrations and AI-driven workflows for robust support, some limitations include context switching, complex catalog item handling, and reliance on external APIs.
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Core Capabilities
Incident Management
These core capabilities are designed to streamline IT incident management. The agent ensures users receive instant support, helps avoid duplicate tickets, and allows easy tracking and creation of incidents—all through natural language commands. This results in a faster and more efficient support experience.
Capability | Description | Example |
|---|---|---|
Self-Service Help | Searches knowledge base for solutions before creating a ticket. | User prompt: My outlook is not working
I found some knowledge base articles that might help resolve your Outlook issue: 1. I’m getting an “unauthorized” or “cannot connect to server” error in Outlook. What should I do? 2. Outlook is stuck at ‘Loading profile’, not syncing new emails, or showing ‘Disconnected’. I’ve tried restarting the app and my system, but it didn’t help. Could you take a moment to review these? Do any of these articles help resolve your issue? |
Smart Duplicate Detection | Prevents redundant tickets by identifying similar open incidents. | User Prompt: Create incident for issue “Wi-Fi not working”
You already have an existing incident with the symptom "Wi-Fi not working." Here are the details of that incident:
Would you like to update this existing incident instead of creating a new one? |
Create/View Incidents | Logs new incidents and displays user’s existing incidents. | User prompt: Log an incident - i am not able to connect to printer. AI Agent: A new incident has been successfully logged for your printer connectivity issue:
The support team will address this shortly. Let me know if there's anything else you'd like assistance with! |
Update Incident | Logs updates to existing incidents and displays the user’s current incident details. | User prompt: I need to update incident ticket number 232 to “I need faster resolution”. AI Agent: The log for Incident 232 has been successfully updated with the additional details: "I need faster resolution." Let me know if there's anything else you'd need! |
Service Requests
These capabilities make requesting IT products and services fast and intuitive. The IT Support Agent helps users find the right items, guides them through selection, enables them to create or update requests, and provides clear status updates—all using straightforward, natural language commands.
Capability | Description | Example |
|---|---|---|
Catalog Search | Finds matching products/services from IT catalog. | User prompt: I need access to a folder.
Here are the most relevant catalogs for your request:
If you want to proceed with any of these options, please let me know, and I can assist you further! |
Guided Selection | Assists in choosing the correct item when multiple options are found. | User prompt: I need a laptop charger.
After selecting most relevant catalogs. Selected: Laptop Charger - Category: Laptop Proceed? (yes/no) yes Please provide: Laptop Model |
Create/Update | Submits and updates service requests, or adds comments. | User prompt: I need shared folder access with category Automation. AI Agent: After providing the required details such as Department, Shared Folder Path, Access Type, and Approver Name, as requested by the AI Agent, a Service Request will be raised. ✅ Created! Successfully saved the service request. Service Request ID: 186 🔗 Click here to view your Service Request |
List Requests | Lists all user requests and their status. | User prompt: I need to know all SRs raised by me. AI Agent: Here is the list of service requests 1. ID: SR186 Catalog: Shared Folder Access Request Status: 🟡 Pending for Approval Created Date: 2025-12-29 16:19:50 2. ID: SR10 Catalog: Remote Desktop Access Status: ⚪ Pending Created Date: 2025-07-31 17:05:00 |
Self Service Knowledge Base Assistance
These capabilities empower users to quickly find information and resolve issues on their own. The Knowledge Base Assistant helps users discover relevant articles, provides tailored troubleshooting guides, and offers actionable steps—all through simple, natural language queries.
Capability | Description | Example |
|---|---|---|
Natural Language Query Processing | Accepts user questions/issues in everyday conversational language; understands intent without technical jargon. | User: “My WiFi keeps disconnecting suddenly. How can I fix this?” |
Article Retrieval and Presentation | Retrieves and presents top 3–5 relevant knowledge base articles, each with a summary and direct link. | User: “Cannot print from laptop.” |
Key Solution Highlighting and Escalation | If initial articles do not help, provides step-by-step guides and, after multiple unsuccessful attempts, offers to escalate the issue or connect to a live agent. | Agent: “Sorry those articles didn’t resolve your issue. Here’s a troubleshooting guide. Did this fix the problem?” |
Graceful Handling of No Matches | Informs user when no relevant article is found, suggests rephrasing the query, and offers next steps such as incident creation or escalation. | User: “Provide Knowledge Article For VM Provisioning.” |
Seamless Redirection to Incident Creation | After unsuccessful self-service attempts, offers to create a new incident, carries context forward, and provides tracking info upon confirmation. | User: “Snagit tool is not working.” |
MFA Reset
These capabilities allow authorized users to quickly reset multi-factor authentication (MFA) methods for themselves or others. The IT Support Agent streamlines the process, making it simple to remove authentication methods and regain access using clear, natural language commands.
Capability | Description | Example |
|---|---|---|
Quick MFA Reset | Removes Authenticator method for a specified user. | User prompt: Can you please reset my MFA.
✅ Authenticator Reset Successful! Microsoft Authenticator has been successfully reset. You can now set up new authenticator on next login. User can visit the Microsoft page and manually reset the Microsoft Authenticator method. |
MFA not setup | If MFA is not set up for the user, the AIW will notify them. | User prompt: Can you please reset my MFA.
✅ MFA Not Setup Yet! It looks like you have not set up Multi-Factor Authentication yet. You’ll need to configure MFA first before you can reset it. |
Live Agent Transfer
These capabilities empower authorized users to efficiently manage and resolve tickets, leveraging real-time human interaction to ensure accuracy, accountability, and faster service delivery. The IT Support Agent escalates IT issues from the AI support agent to a qualified human agent to based on certain scenarios, to ensure fast, reliable resolution with minimal business impact.
Capability | Description | Example |
|---|---|---|
AI Agent Fails to Resolve | If the IT Support Agent is unable to resolve a user’s issue after a configurable number of interactions, the system automatically escalates the conversation to a qualified human agent. | User prompt: My outlook is not working. Note: After some configurable responses from AI Agent, it gets redirected to LAT for better assistance.
I am escalating your request to a human agent. Connecting you now... Are you sure that you want to connect to a human agent? Yes or No |
User-Initiated Escalation | If the user explicitly requests to speak with a human agent, the system immediately triggers escalation without further AI interaction. | User prompt: I need shared folder access and I need to speak to human agent.
Since I am not able to resolve your issue, I am escalating your request to a human agent. Connecting you now... Are you sure that you want to connect to a human agent? Yes or No |
VIP Handling | If a user is identified as a VIP, the AI Agent proactively offers the option to connect with a human agent immediately to ensure priority and high-touch support. | User prompt: My Outlook is not working. Note: The User is VIP.
⭐ VIP Support As a VIP user, you have priority support. You can choose to continue with AI or get immediate help from a Live Agent. Reply 'AIW' to continue with AI chat, or 'Transfer' to connect with an agent. |
Aged Ticket Routing | If a user has an open ticket older than a configurable number of days (default: 7 days), the AI Agent automatically routes the user to a human agent whenever they raise a query related to that ticket. The aging threshold (X) is configurable by administrators. Note: It is available only for Incidents. | User prompt: I need to check the status of incident with incident id <Incident ID>.
This ticket has been open for 10 days, which requires special attention. I'm connecting you with a human agent who can better assist with this case. Please wait while I transfer you... Are you sure that you want to connect to a human agent? Yes or No |
Persona Based Actions
The IT Support Agent tailors its capabilities to different roles within your organization, enabling employees, IT administrators, and managers to perform actions relevant to their responsibilities. This persona-based approach ensures a secure, efficient, and role-appropriate support experience for all users.
Persona | Example Actions |
|---|---|
Employee | Report IT issues, request equipment/software, check/update tickets. |
IT Administrator | Reset MFA for users, review open incidents, assist with requests. |
HR/Manager | Initiate hardware/service requests for team members. |
What you can do?
Report IT issues and receive guided help or solutions
Request new equipment or software items
Check the status of incidents and service requests
Update tickets with additional information or comments
Reset MFA for authorized users
Access self-help articles before ticket creation
Integrations
The IT Support Agent integrates with key enterprise systems to deliver a seamless support experience. By connecting with Summit ITSM for ticket management, Microsoft Graph for authentication, and the organization’s knowledge base for self-service resources, the agent ensures accurate, up-to-date, and efficient IT support for all users.
System | Purpose |
|---|---|
Summit ITSM | Manages incidents and service requests. |
Microsoft Graph | Handles MFA authentication methods |
Knowledge Base | Provides self-help article search capabilities |
Known Limitations
The IT Support Agent is designed to streamline IT assistance, but some limitations may affect the experience. Users may encounter unexpected behavior when switching between workflows, and certain requests may require using external forms. The effectiveness of self-help solutions depends on the knowledge base’s quality, and features are dependent on the integration with external APIs. For best results, users should provide clear and specific requests, and be aware that the system currently supports English only.
Area | Limitation |
|---|---|
Context Switching | May behave unexpectedly when switching between workflows mid-conversation. |
Self-Help Quality | Troubleshooting relies on the quality of knowledge base articles. |
Complex Forms | Complex catalog items may require users to use web forms instead of chat. |
Intent Detection | Vague requests may be misclassified; be as specific as possible. |
API Dependency | Features depend on external APIs (Summit ITSM, Microsoft Graph). |
MFA Reset Scope | Resets all authentication methods except password; no granular selection. |
Language Support | Currently optimized for English only. |
Agent Instructions
The architecture and capabilities of an Agentic AI-powered IT Support Agent integrated with the AIW chatbot, designed to emulate skilled human support by dynamically managing diverse IT service scenarios and branching dialogue pathways. The agent intelligently evaluates service request catalogs to select the most effective data collection channel—either through conversational chat or by redirecting to specialized application forms—based on the complexity of each case. It conducts adaptive, context-aware interactions, validating user inputs in real-time and gracefully handling errors, while seamlessly supporting access requests, asset management, and approvals. Operating with strict security measures, the agent verifies identities, enforces permission checks, and ensures all actions comply with company policy. Its system resource awareness allows it to maintain performance even under heavy loads, adapting interactions or informing users of delays when necessary. By concurrently managing multiple requests and offering step-by-step guidance, the Agentic AI provides thorough, timely, and user-friendly resolutions, capturing feedback at closure and maintaining auditability throughout the support process.