UC-127
ServiceDesk Assistant & Gated Automation
Answers first-line IT questions in Spanish and Portuguese with cited sources and runs resets and provisioning inside audited approval gates.
8-12Build Duration
15-35xIndicative ROI
The Challenge
L1 support across 19 countries and 10+ portals is expensive and surge-prone, and routine resets and provisioning consume the queue. Answers vary by agent and knowledge stays unused.
How It Works
- Ingests the IT knowledge base, SSO directory and HR joiner-mover-leaver feeds.
- RAG answers first-line questions with citations; low-confidence hands to a human.
- Executes resets, provisioning and licence requests within bounded, audited action classes.
What It Removes
- Routine resets and provisioning in the queue
- Answers that vary agent to agent
- Back-to-school surges absorbed with headcount
Input Data RequirementsIT knowledge base and help content, SSO/directory, HR joiner-mover-leaver feeds, ticket history
Output FormatCited ES/PT answers, audited automated resets and provisioning, escalation handovers
“Routine load is absorbed by automation my team approves and audits - and it improves weekly.”