Zenzero developed an AI-powered support platform using Microsoft Copilot, Azure, Copilot Studio and Azure AI to transform service desk operations. The platform automatically analyses incoming cases, routes them to the right engineer and surfaces relevant knowledge to support faster resolution. By providing contextual recommendations from the outset, it reduces manual triage by 90%, speeds up issue resolution and enables support teams to handle more cases without increasing headcount.
90%less manual triage |
77%faster time to resolution |
4xmore output from current staff |
CHALLENGE
Eliminating delays in support case allocation
As the business continued to grow, support teams were handling increasing numbers of service requests. Traditional triage processes required manual assessment and routing of cases, creating delays before engineers could begin resolving issues.
Zenzero wanted to reduce manual intervention, ensure cases reached the right specialist more quickly, and improve overall service desk efficiency while enabling existing teams to support continued business growth.
SOLUTION
Building an agentic AI platform on Microsoft Copilot and Azure
Zenzero developed ZAI, an intelligent support platform powered by Microsoft Copilot, Azure, Copilot Studio, and Azure AI. The platform automatically analyses support cases, determines the most appropriate routing path, and provides engineers with relevant internal knowledge and external information before work begins.
Rather than replacing engineers, the solution augments their expertise by reducing administrative overhead and accelerating access to the information required to resolve issues.
RESULT
Faster support resolution and increased operational capacity
The platform has transformed how support cases are processed and managed, significantly reducing the time spent manually triaging requests. Engineers can focus more quickly on delivering resolutions, while support teams can process a greater volume of requests without increasing staffing levels.
The result is a faster, more scalable support operation that improves both employee productivity and customer experience.
Key outcomes
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- ✓90% reduction in manual triage
- ✓Faster time to resolution
- ✓Increased productivity from existing teams
- ✓Improved engineer efficiency
- ✓Automated case allocation
- ✓Greater operational scalability
- ✓Faster access to relevant knowledge
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Technologies used
- •Microsoft 365 Copilot
- •Copilot Studio
- •Azure
- •Azure AI