Management Consultancy Cuts IT Ticket Volume by 58% with Copilot Studio Service Desk Agent
A 600-person UK management consultancy deployed a Copilot Studio IT service desk agent in Microsoft Teams, resolving 58% of tickets autonomously and cutting mean time to resolution from 4.2 hours to 28 minutes.
The Challenge
The consultancy's 3-person IT team was managing 1,200 monthly service desk tickets across 600 consultants, 65% of which were Level 1 issues (password resets, software access, VPN troubleshooting, device setup). Mean time to resolution was 4.2 hours, consultant downtime was estimated at £340,000 annually, and the IT team had no capacity for strategic infrastructure projects.
Our Solution
We built a Copilot Studio agent deployed directly within Microsoft Teams, giving consultants a conversational interface for IT support. The agent resolves password resets via Azure AD integration, provisions software access through automated Power Automate flows, runs VPN diagnostic scripts, and provides guided troubleshooting for the 40 most common issues. Unresolved tickets are created in their existing ITSM platform automatically with full conversation context. The agent learns from resolution patterns via Azure AI Foundry.
Key Outcomes
58%
Ticket Deflection
L1 tickets resolved autonomously without IT team involvement
4.2 hrs → 28 mins
Mean Time to Resolution
From ticket submission to resolution for deflected issues
£220,000 saved
Consultant Downtime
Annual productivity cost of IT issues reduced dramatically
65% freed
IT Team Capacity
Senior IT staff redirected to infrastructure and security projects
Technologies Used
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