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Cut IT support ticket creation by 30% with a self-service agent

Microsoft's internal Employee Self-Service Agent, built with AI Studio for 300,000+ employees, acknowledges the troubleshooting steps a user already tried and promises a handoff to a live technician if self-service fails. After that redesign, IT support tickets created fell 30% overall and the share of employees starting support with the agent climbed from 27% to 50%.

How it works

  1. Deploy the Employee Self-Service Agent in Microsoft 365 the AI
  2. Redesign flows to acknowledge prior troubleshooting and guarantee human escalation
  3. Employees start support with the agent
  4. Tickets created fall 30% and agent-first starts rise from 27% to 50%

Why it’s worth knowing

The fix that moved the numbers was conversational manners — acknowledging effort and promising a human — not more knowledge.

Where it’s from

Summarized from a public post on windowsforum.com. See the original ↗

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