Playbook
Service-desk volume is growing — we want a chat assistant before hiring more people
The IT operations leader is facing a 25 % rise in service-desk tickets year on year. Many are repeatable — password resets, software requests, "how do I" questions. The team wants to deploy a chat assistant before approving more contractor headcount.
Trigger — Cost pressure; repetitive ticket volume.
Good outcome — Employees get instant answers in Teams for the everyday questions. The service desk handles the harder problems with the same headcount, and ticket volume drops without anyone losing service.