IT Helpdesk Bot for Teams (with AI Intent Detection)

We built a Microsoft Teams-native IT helpdesk bot deployed to Azure for an Irish IT services firm’s internal use across their client base. The bot handles common IT support requests directly in Teams, with AI-powered intent classification to determine when a query can be auto-resolved versus when it needs human escalation.

When the bot cannot resolve an issue, it collects the user laptop or asset ID and emails a structured ticket to the IT helpdesk with full details of what was already attempted. Security incidents (lost devices, compromised accounts) are flagged as URGENT with high-priority email headers for immediate response.

Key technical components: Azure Bot Service hosting, Teams app manifest deployment for org-wide availability, Graph API integration for escalation emails, and AI intent detection for routing decisions.