IT answers for every employee, without opening a ticket.
Your employees self-serve cited, step-by-step answers to common IT questions, such as resetting MFA, connecting to the VPN, or adding a printer, in minutes and from your own knowledge base, without opening a ticket or waiting on IT. Requests that need IT are routed to the right queue with everything the ticket needs.
- Help desk and service desk teams
- IT knowledge base owners
- IT managers and IT risk owners
- Branch and back-office employees with an IT question
Fewer routine tickets, more time for real IT work.
A large share of help desk tickets ask questions that are already answered in your knowledge base: how to reset MFA, connect to the VPN, add a printer, or find an approved application. The assistant answers those questions directly, with steps and citations from your own IT documentation, so your employees get unblocked without waiting in a queue.
When a request needs action or access, it points the employee to the right queue in your ticketing process and tells them what to include. Questions it can't answer show your team which articles to write next, and every interaction is logged.
- Answer common IT how-to questions with cited steps
- Help employees with the everyday software they use
- Route requests that need IT, with everything the ticket needs
Claude
Internal
Choose a category, describe the problem, and attach a screenshot if you have one. The assistant answers with steps from your IT knowledge base, or tells you which ticket queue to use and what to include.
Get help with an IT issueInternal
Authenticator on a new phone
Access & MFA
I got a new phone and the authenticator app no longer shows my codes, so I can't sign in to Outlook.
Your screenshot shows the authenticator app on your new phone has no accounts set up yet. You can fix this yourself in about five minutes.
Steps
- On your work laptop, go to the Security info page in your Microsoft account (you’re still signed in there)
- Select Add sign-in method, then Authenticator app
- On your new phone, open the authenticator app, tap +, and scan the QR code on your laptop
- Approve the test notification, then delete the old phone from the list
If you’re not signed in anywhere
Open a ticket in the Access & Identity queue. Include your employee ID and whether you still have the old phone. The help desk will verify your identity by phone before resetting MFA.
Source: KB-0142, Moving Microsoft Authenticator to a new phone.
From your documents to a sourced draft.
The assistant uses retrieval-augmented generation (RAG): it finds the relevant passages in the content you approve, then answers from them with citations your team can check.
Connect your IT library
Add knowledge base articles, how-to guides, IT policies, and your approved software list.
Ask in plain language
Your employees ask the way they would ask a colleague at the help desk, from any branch or from home.
Cited answers, routed requests
The assistant answers with citations to your documents and, when a request needs action or access, points to the right ticket queue.
What your team asks, and what comes back.
Answered without a ticket
The request. A branch employee working remotely can't connect to the VPN after a new phone replaced their MFA device, and asks what to do.
What the assistant returns. The MFA re-enrollment and VPN connection steps from your knowledge base, as a short numbered checklist with links to the source articles, plus the queue to use if self-service doesn't work.
Why it matters. The employee is back to work in minutes, and your help desk never sees a ticket for a question it has already documented.
Everyday software how-to
The request. A loan processor asks how to share a mailbox folder with a colleague who is covering while they are on leave.
What the assistant returns. The steps from your Outlook how-to article, with screenshots linked from the source, and a note on the permission level to choose.
Why it matters. The employee sets it up in two minutes, and the help desk isn't pulled away from real IT work.
Request routed with the right details
The request. A new teller can't open the teller system and asks whether they are missing access.
What the assistant returns. An explanation that system access is granted through an access request, the queue to use, and the details to include: the employee's role, branch, and manager approval.
Why it matters. The ticket arrives complete the first time, so access is granted without back-and-forth.
Measurable time back, with the controls already in place.
More ways to put AI to work.
Documentation Lookup
Steps, scripts, and troubleshooting from vendor documentation
See the solutionEmployee & HR Assistant
Policy and benefits answers for every employee
See the solutionSecure AI Rollout
Deploy to your Azure tenant with Microsoft login
See the solutionDiscover real uses for AI at your institution.
We deliver AI workflows that move your team beyond the hype. Share your details and we'll show you this solution running on your own documents, inside your perimeter.
“The AI portal protects our organization while allowing our innovative employees to do their thing.”
Talk to us about IT Help Desk Assistant
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
AI IT help desk assistant: FAQ
Straight answers for CIOs, CISOs, and compliance officers evaluating AI.
Talk to usWhat kinds of IT questions can your employees ask?
The routine questions that fill a help desk queue: the steps to reset a password or re-enroll MFA, how to connect to the VPN from home, how to add a branch printer, which software is approved, and how to complete common tasks in internal systems. Answers come only from the knowledge base articles, runbooks, and IT policies you approve, with citations employees can open.
What happens when a request needs action or access?
The assistant does not change accounts or grant access. When a request needs an IT engineer, such as an access request, a hardware replacement, or a locked account that self-service cannot fix, it tells the employee what to include and points them to the right queue in your existing ticketing process, so the ticket arrives complete.
Can it help with the software employees use every day?
Yes. Add your how-to articles for Outlook, Teams, your core banking system, document imaging, and other everyday tools, and employees get step-by-step answers in plain language, such as how to share a calendar, recover a deleted email, or set up a signature. The assistant answers at the employee's level, without IT jargon.
How do we keep the answers current?
The assistant answers only from the articles you connect, so updating an article updates the answer. Questions it can't answer from your sources show your team where the knowledge base has gaps. For IT tasks your own team performs, such as configuring systems or writing scripts, see documentation lookup.
Do our internal IT documents stay inside our environment?
Documents are indexed inside your Azure tenant and never copied to a third-party service. Sensitive data is redacted on the employee's device before a prompt reaches any model, and every prompt and answer is logged and excluded from model training. See security & compliance.
Answer routine IT questions before they become tickets.
Bring your IT knowledge base and a week of common tickets. We'll show you cited answers to real questions from your employees, drawn only from your own runbooks and policies.