Enterprise Functionsappvoiceweb

IT helpdesk L1

Password resets and access requests solved in chat; access to finance groups asks the owner via a Teams card.

In short

IT helpdesk L1 is an agent scenario in the Enterprise Functions sector running on the app, voice, web channels. Trigger: IT request in Teams chat or on the portal. The Helpdesk Supervisor coordinates 3 specialist agents (Intent Agent, Access Agent, Ticket Agent) across 3 systems (Active Directory / Entra ID, ServiceNow, Microsoft Teams); of 9 steps, 3 write to systems and 2 are checks or approvals. Outcome: Password reset, access granted with approval, ticket opened and resolved, user confirmed. Approval rule: Access to a finance or production group → group owner approval.

Enterprise Functions

IT helpdesk L1

run #41,289,778elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Access to a finance or production group → group owner approval

Agents in this run

Helpdesk Supervisorsupervisorplans, routes, approves

Intent Agentaginies-sunkar-1 · on-premUnderstands the request and verifies identity

Access Agentaginies-talay-2 · on-premResets passwords and manages group membership

Ticket Agentaginies-sunkar-1 · on-premOpens, resolves and notifies on tickets

Audit trail00:00.00

Teams chat: "I can't log in and I need access to the SAP FI-CO report folder"
2 intents: password reset + access request (folder "FI-CO Reports")
Identity: MFA push confirmed, device managed, no active security flag
Password reset, temporary password sent by SMS, change forced at next login
Group "FI-CO-Reports-Read" owner: Finance Controller; no SoD conflict
Access to a finance group → group owner approved via Teams card in 9 min
User added to "FI-CO-Reports-Read", 180-day access review scheduled
Ticket SN-REQ-503311 created and resolved with both actions logged
User confirmed in Teams, CSAT survey sent
■completed

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus

Trigger

IT request in Teams chat or on the portal

Outcome

Password reset, access granted with approval, ticket opened and resolved, user confirmed

Agents

SUPERVISOR

Helpdesk Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-sunkar-1 · on-prem

Intent Agent

Understands the request and verifies identity

detect_intentverify_identity

aginies-talay-2 · on-prem

Access Agent

Resets passwords and manages group membership

reset_passwordget_group_ownercheck_sod_rulesadd_to_group

aginies-sunkar-1 · on-prem

Ticket Agent

Opens, resolves and notifies on tickets

create_ticketresolve_ticketsend_teams_message

Steps

#	Kind	Agent	What happens	System	ms	tok
01	ingest	Helpdesk Supervisor	Teams chat: "I can't log in and I need access to the SAP FI-CO report folder"	—	180	—
02	reason	Intent Agent	2 intents: password reset + access request (folder "FI-CO Reports")	—	520	380
03	verify	Intent Agent	Identity: MFA push confirmed, device managed, no active security flag	—	420	—
04	write	Access Agent	Password reset, temporary password sent by SMS, change forced at next login	Active Directory / Entra ID	480	—
05	tool	Access Agent	Group "FI-CO-Reports-Read" owner: Finance Controller; no SoD conflict	Active Directory / Entra ID	380	—
06	approval	Helpdesk Supervisor	Access to a finance group → group owner approved via Teams card in 9 min	—	2,600	—
07	write	Access Agent	User added to "FI-CO-Reports-Read", 180-day access review scheduled	Active Directory / Entra ID	460	—
08	write	Ticket Agent	Ticket SN-REQ-503311 created and resolved with both actions logged	ServiceNow	420	—
09	notify	Ticket Agent	User confirmed in Teams, CSAT survey sent	Microsoft Teams	220	—

Simulation metrics (estimated)

47,000runs / month

98.5%success

5.7 sp50

$0.0009est. cost / run

Approval rule

Access to a finance or production group → group owner approval

Step profile

ingest · 1reason · 1tool · 1verify · 1approval · 1write · 3notify · 1

SYSTEMS

Active Directory / Entra IDcore
ServiceNowticketing
Microsoft Teamschannel

What you need to run it

Read/write API or MCP server and a service account for the core system
API access and assignment rules for the ticketing or work-order system
Channel integration (WhatsApp Business API, SMS gateway or in-app widget)
An authorised role and approval channel for the approval rule (mobile approval card, e-mail or ticket)
SSO with the organisation’s identity provider and a scenario-specific authorisation group

Global pattern

Mirrors L1 helpdesk deflection programmes with ITSM virtual agents at global enterprises

Packages that include this scenario Email classification & attachment verification →Operational automation & demand management →HR & employee experience →

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Time to move from experimenting with AI to transforming with it.

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