Case Study: an enterprise IT support organization achieves 45% L1 ticket deflection with Evolve Blue’s Microsoft Teams AI helpdesk integration

a enterprise IT support organization deflects 45% of L1 tickets with Evolve Blue

An enterprise IT support organization was struggling with a high volume of repetitive support questions. Their knowledge was trapped in previously resolved Jitbit tickets, forcing employees to switch from Microsoft Teams to a helpdesk portal and agents to waste time on recurring issues. Evolve Blue was engaged to address the challenge of delivering faster answers without employees leaving their primary workspace.

Evolve Blue implemented an AI-powered Microsoft Teams chatbot integrated with the Jitbit system. The solution provided context-aware answers from historical tickets, supported multi-turn conversations, and captured employee feedback directly within Teams. This approach achieved a 45% deflection of L1 tickets, provided 24/7 automated support, and resulted in a 98% user satisfaction rate, allowing human agents to focus on more complex problems.