Chatbot and Virtual Agent Deployment for IT Support

Deployment of AI-powered chatbot and virtual agent capabilities that provide 24/7 first-line IT support — handling routine inquiries, automating password resets and access requests, and escalating complex issues to human analysts with full context.

PRACTICE

Digital Service Operations & AIOps

CLIENT PROFILE

Federal IT organization deploying conversational AI to handle routine support inquiries, guide users through troubleshooting, and automate common service requests around the clock

Challenge

Service desk limited to business hours leaving after-hours requests unaddressed
Repetitive inquiries consuming analyst time that could be spent on complex issues
Users frustrated by hold times and email response delays for simple requests

Approach

Analyze ticket data to identify high-volume, automatable request types
Design conversational flows for top use cases with natural language understanding
Integrate virtual agent with ITSM, IAM, and knowledge base for automated fulfillment
Implement escalation pathways that transfer context to human analysts seamlessly

Typical Outcomes

24/7 first-line support availability for routine requests and inquiries
Reduced ticket volume and analyst workload through automated resolution
Improved user experience with instant responses and guided troubleshooting

Procurement Paths

GSA MAS for AI chatbot development and integration services
NASA SEWP V for conversational AI platform licensing

Partner Technology Examples

ServiceNow
Microsoft (Copilot)
AWS GovCloud
Elastic

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