How do you automate an IT help desk with AI?

Automate an IT help desk by giving an AI agent access to your policies, knowledge base and IT systems such as identity, device and ticketing tools, then letting it answer questions and complete routine requests like password resets and software access inside Slack, Teams or a portal. Require approvals for sensitive changes and log every action.

What to automate first

RequestWhat the AI agent does
Password and MFA resetsVerifies identity and triggers the reset
Software accessChecks policy, gets approval if needed, provisions the license, logs the change
How-to questionsAnswers from IT docs and policies
Device issuesRuns troubleshooting steps, opens a ticket with details if unresolved
Onboarding and offboardingCreates accounts and tasks across systems
Status updatesTells employees where their request stands

Step by step

  1. Pick the top request types from the last quarter of tickets.
  2. Connect systems such as Okta, ServiceNow or your ticketing tool, HR system and device management.
  3. Meet employees where they work, usually Slack or Teams.
  4. Set guardrails: approval for admin access, never-do rules, and full audit logs.
  5. Pilot with one department, then expand.
  6. Close knowledge gaps the agent reports.

DevRev example

DevRev’s service desk page describes a software license request that dropped from a six-day, multi-ticket process to under two minutes, and says the agent can resolve up to 60% of IT issues. Computer works with tools including ServiceNow, Okta and Slack.

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