Healthcare Technology
AI-Powered Help Desk for Microsoft Teams
Built a fully capable AI help-desk assistant with custom scripts, intent routing, and ticket automation.
50%
projected ticket reduction
!The Challenge
A healthcare technology organization's L1 support team was overwhelmed with repetitive tickets, slowing triage and pulling resources from higher-priority issues.
→The Approach
Built a fully capable AI assistant integrated into Microsoft Teams using the OpenAI SDK and Azure infrastructure. Implemented intent routing, knowledge base answers, ticket deflection/creation, custom automation scripts, guardrails, and comprehensive logging.
✓The Outcome
Delivered a production-ready pilot with complete documentation and an expansion playbook. The system handles routine inquiries autonomously with full audit trails and compliance safeguards.
Tech Stack
OpenAI SDKAzureMicrosoft TeamsLogic AppsTypeScript