AI-Driven Support Transformation for a Microsoft MSP
We helped a global Microsoft Managed Services Provider turn weeks of support backlog into seconds of smart response — with a bespoke AI model trained on their own historical data.
How it started
The Challenge
Support resolution was slow. Agents were spending too long digging through old tickets or starting from scratch on issues they’d solved before. The pain points were clear:
Data silos spread across systems with no unified view
No real-time insights from past cases
Manual effort required to diagnose recurring problems
High costs driven by inefficiency and repetition
The Solution
What We Delivered
1. Data Lake & Structure We consolidated support data into a single, query-able data lake, transforming messy logs and siloed records into something useful.
2. Custom AI Model We trained an in-house model on their historical support data, enabling real-time resolution suggestions for common issues with confidence scoring and contextual understanding.
3. Agent Dashboard We built a clean UI where agents could get intelligent recommendations instantly, alongside live search and NLP-powered summaries.
4. Workflow Optimisation We automated common support tasks, created routing shortcuts, and freed up senior agents to focus on complex tickets.
The Impact
Resolution times dropped from days to seconds
Significant cost savings through automation and faster resolution
Agent productivity surged, with less guesswork and manual digging
Customer experience improved with faster, more accurate answers
Why It Worked
We built with their data, their team, and their workflows in mind. Not some off-the-shelf tool. The result was an AI-driven support solution that actually worked on the ground.
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