Case Study: Konica Minolta streamlines IT service desk and handles telework inquiry surge with Microsoft Azure

Konica Minolta effectively handles user inquiries increased due to rise of teleworking, via a chatbot developed with Microsoft Teams, Azure, and Power BI

Konica Minolta, a global manufacturing leader and early adopter of cloud and teleworking, faced a surge in internal IT inquiries as employees shifted to remote work during COVID-19. To maintain service quality while reducing manual workload, the company sought to streamline, aggregate, and automate its IT service-desk operations.

Konica Minolta launched “Litera,” a chatbot built into Microsoft Teams using Azure Bot Service, QnA Maker, Power BI, and Power Automate to analyze logs, improve accuracy, and refine the UI with human fallback. Since its June 2019 release the bot handled about 5,000 questions in seven months (≈24/day), grew its knowledge base from 140 to 650 items, saved an estimated 7.7 person‑months of work, boosted employee IT literacy, and provided 24/7 support—leading to wider interest and plans to scale the approach.

Konica Minolta

Fumiko Konno

Senior Manager, IT Infrastructure Security Department, Corporate IT Planning Division