# AI-Powered Help Desk for Microsoft Teams

- **Industry:** Healthcare Technology
- **Status:** Completed
- **Key Metric:** 50% projected ticket reduction
- **Tech Stack:** OpenAI SDK, Azure, Microsoft Teams, Logic Apps, TypeScript

## Summary

Built a fully capable AI help-desk assistant with custom scripts, intent routing, and ticket automation.

## Challenge

A healthcare technology organization's L1 support team was overwhelmed with repetitive tickets, slowing triage and pulling resources from higher-priority issues.

## 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.

## 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.