MICROSOFT POWER PLATFORM PORTFOLIO PROJECT
AI-Powered IT Support Copilot & Intelligent Ticket Automation
Conversational AI + AI Builder + Power Automate + Dataverse + Model-Driven App
Project Overview
This solution turns a natural-language IT support request into a structured, trackable ticket. It combines Copilot Studio, AI Builder, Power Automate, Dataverse, Microsoft 365 and a model-driven Power App to automate analysis, routing, notification and lifecycle tracking.
Business Outcome
Less manual triage, consistent categorization, automated routing, email notification, knowledge recommendations, and a complete support lifecycle.
1. User Interaction
Copilot Studio
Employees describe IT issues in natural language through the AI IT Support Copilot.
2. AI Analysis
AI Builder
The IT Support Ticket Analyzer creates a summary and predicts category and priority.
3. Automation
Power Automate
Cloud flows process the request, apply business rules, route tickets, update records and trigger notifications.
4. Data Storage
Dataverse
IT Support Request records store request number, description, AI summary, category, priority, assigned team, status and related knowledge article.
5. Team Notification
Microsoft 365
The assigned support team receives automated email notification with ticket details.
6. Support Action
Model-Driven Power App
Support staff manage assigned tickets, resolution notes, status and the full request history.
End-to-End Architecture
AI classification: Password / Account Access, Software, Hardware, Network/VPN, Email / Microsoft 365, Security Incident, or Other.
Priority: Low, Normal, High, or Critical. Automation then determines the support team, updates the Dataverse ticket, recommends a knowledge article when available, and sends the support-team notification.