Project Overview
The enterprise IT support team was overwhelmed with repetitive queries that had already been answered in previous tickets, leading to slower resolution times and lower employee satisfaction. Employees were spending too much time searching through past helpdesk tickets in Jitbit to resolve recurring IT and operational issues. The lack of an immediate, context-aware support channel within the employees' primary workspace created a bottleneck in operational efficiency.
Microsoft Teams Bot Integration
MDS engineered a custom application leveraging the Microsoft Teams Bot Framework and Azure Bot Service. This allowed employees to interact with the helpdesk seamlessly without ever leaving their primary communication tool, significantly reducing context switching and friction in accessing support.
Secure Jitbit API Synchronization
We integrated the bot directly with the Jitbit API using a robust Node.js backend. The system securely queries historical ticket data, analyzing past resolutions to provide immediate, context-aware answers to user queries in real-time.
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Interactive RLHF Feedback Loop
To ensure continuous improvement, we implemented an interactive feedback mechanism directly within the Teams chat interface. Users can provide a "thumbs up" or "thumbs down" to the bot's answers. Negative feedback prompts the user for text-based clarification, which is fed back into the training pipeline to refine the AI's accuracy for future interactions.
Key Challenges
Challenge 1
High volume of repetitive L1 support tickets overwhelming human agents.
Challenge 2
Employees losing productivity while switching contexts to search the Jitbit portal.
Challenge 3
Inability to easily surface historical ticket resolutions to solve new, similar problems.
Challenge 4
Lack of a continuous learning mechanism to improve automated responses over time.
Results & Outcomes
The implementation of the Teams-integrated Helpdesk Chatbot revolutionized the client's IT support operations. By surfacing answers from historical Jitbit data directly in Teams, the system deflected a massive percentage of L1 support tickets. Employees enjoyed faster resolution times without leaving their workspace, and the continuous feedback loop ensured the bot grew increasingly accurate over time. This automation freed up human support agents to focus on complex, high-value troubleshooting rather than repetitive tasks.
