AI chatbot for 1st level IT support

As an innovative company, bardusch immediately recognised the potential of generative AI – fuelled by OpenAI – for process optimisation and took it up in an innovation group. The collection and exploration of possible use cases was approached in a very practical manner. Selected trainees were first allowed to play around with the technology and test possible use cases. During the subsequent evaluation phase, it quickly became clear that an AI chatbot should first be introduced in internal IT support.

The shortlist of potential chatbot providers included three companies. As bardusch is a major Microsoft customer, it seemed logical to also use the technology provider for the chatbot. However, there was no out-of-the-box solution, only programmable customised solutions. Other potentially suitable providers did not sufficiently meet the necessary GDPR criteria.

With aiSuite from Kauz.ai, a flexible no-code platform was introduced that enables seamless collaboration between subject matter experts and IT in the context of the AI chatbot for the IT helpdesk. As part of the introduction, a SharePoint integration was implemented to automatically search internal documentation. This serves both as a knowledge base for the AI chatbot and as an AI agent that can create complete tickets independently. If the chatbot cannot provide a solution, the agent takes over ticket creation and automatically forwards it by email. The bot solution is directly integrated into Microsoft Teams, the central working environment at bardusch, which means that there are no media breaks for employees.