Helpdesk AI Chatbot for Automated IT Support

Challenge

Internal support at DataArt was fragmented across more than 500 email addresses and multiple service teams. Even simple information requests resulted in ticket creation, limited visibility into status, and frequent rerouting between helpdesks. This increased resolution times, overloaded senior specialists, and created an inconsistent employee experience across regions and functions.

Business Impact

By introducing an enterprise AI chatbot as the first line of support, DataArt centralized internal services across HR, IT, Finance, Legal, Facilities, and other functions. Most recurring requests are now handled through automated IT support, reducing ticket volume and improving service consistency.

This approach:

• Reduced avoidable ticket creation
• Improved SLA adherence through clearer routing and ownership
• Freed senior experts to focus on complex issues
• Established a scalable internal support model for a global organization

Solution

DataArt implemented a Global Helpdesk with a helpdesk AI chatbot embedded in Microsoft Teams and internal portals. The chatbot acts as a self-service front end, answering recurring questions using the corporate Confluence knowledge base.

Unresolved or complex requests are automatically routed to Atlassian JSM, where they are classified and assigned to the appropriate service team. The knowledge base is continuously updated based on resolved cases, increasing the effectiveness of automated IT support over time.

Technical Highlights

• Enterprise AI chatbot integrated with Microsoft Teams and internal portals
• Automated request classification and routing via Atlassian Jira Service Management
• Knowledge-driven responses powered by Confluence
• Scalable architecture supporting 26 internal services