AI chatbot for IT support requests.

Background.

For Stichting Amsta, DK Solution developed a proof of concept for a chatbot that understands and structures IT requests submitted by employees. The solution uses Azure OpenAI to interpret free text and ask targeted follow-up questions.

The project centred on a proof of concept with Azure OpenAI: a chatbot that interprets free text, asks follow-up questions and converts IT requests into structured output for the back office.

Challenge.

Requests arrived as free text and often lacked essential information, which meant extra back-and-forth.

It was important that the solution was not only technically sound, but also fitted the way users and stakeholders work every day. Clarity, reliability and maintainability were therefore guiding principles from the start.

Approach and solution.

A chatbot that interprets each request, asks for missing details and delivers structured output for the back office.

DK Solution worked step by step: first clarifying the requirements and the problem, then choosing a suitable setup and building and testing it in phases. This left room to adjust along the way and ensured the end result fitted everyday practice.

Technologies used.

This project used these technologies and skills: Azure OpenAI, NLP, Chatbot, IT support, Azure. DK Solution always picks technology based on what the project needs, so the solution stays reliable, easy to maintain and ready for later.

Result.

A working concept that shows how AI can make the intake of IT requests faster and more consistent.

The result is a solid foundation to build on, with a solution that is clearly structured and easy to maintain.