Playbook
Service desk volume is growing — we want a triage agent before more headcount
An IT operations leader is facing a 25% rise in service desk tickets year-on-year. Many are repeatable password resets, software requests, and "how do I" questions. The team wants to deploy a conversational agent before approving more contractor headcount.
Trigger — Cost pressure; repetitive ticket volume.
Good outcome — Copilot Studio agent in Teams, message volumes modelled, Managed Environments and DLP applied.