Solution: Internal help desk assistant
Staff keep asking IT and HR the same questions
Employees ask a question in Slack or Teams and get an answer from your own handbooks and IT guides, with a link to the source. Anything else becomes a ticket.
Sounds familiar?
Signs this is costing you time
IT and HR teams spend much of their day answering the same internal questions. How do I request leave? How do I set up the VPN? What is the expense limit for travel? Where is the latest benefits document? The answers already exist, spread across a handbook, a shared drive and old emails, but finding them is harder than asking a colleague.
Every question interrupts someone. New hires feel awkward asking twice. Remote staff wait longer for answers. And when policies change, people keep acting on the old version.
An internal help desk assistant answers from the current documents, in the chat tool your team already uses, and routes anything it cannot answer to the right person.
-
IT and HR get the same questions every week.
-
Policies exist but nobody can find the current version.
-
New hires need weeks to learn where things are.
-
Remote and part-time staff wait longer for answers.
-
People follow outdated procedures after a policy changes.
Before and after
How it works today, and how it works after
How it works today
-
Staff message IT or HR directly, or ask a colleague.
-
Someone searches the shared drive for the right document.
-
The answer is typed from memory, sometimes outdated.
-
Repeated questions are never captured anywhere.
How it works after
-
Staff ask the assistant in Slack or Teams, any time.
-
It answers from current handbooks and guides, with a link to the source.
-
It respects permissions, so sensitive documents stay restricted.
-
If it cannot answer, it opens a ticket with the question and context.
-
Unanswered questions show where documentation is missing.
What we build
What we build
Document connectors
Semantic search
Chat integration
Permission-aware answers
Ticket creation
Gap reports
In practice
What it looks like in practice
An illustrative walk-through, not a client story.
A professional services firm with staff in two offices keeps its policies in a shared drive and its IT guides in a wiki. HR answers leave and benefits questions all day, and IT spends mornings on password and software requests.
The assistant, added to the firm's Teams, answers "How many days of carry-over leave can I keep?" with the relevant paragraph and a link to the current policy. For "My laptop will not connect to the printer", it walks through the IT guide, and when that fails, opens an IT ticket with the steps already tried. At month end, HR sees that several people asked about parental leave pay and could not find an answer, so they add a clear section to the handbook.
Models and tools
AI models and MCP servers that usually fit
We choose models by task, data sensitivity and cost, and test them on your real examples before we commit. These are common starting points, not a fixed recipe.
How we build it
The services behind this solution
Most solutions combine two or three of our services. These are the ones this one usually needs.
RAG knowledge assistants
Assistants that answer questions from your own documents and show where each answer came from.
AI chatbots
Website and messaging chatbots that answer common questions well and hand everything else to a person.
MCP integration
Connect AI assistants to your CRM, files, databases and tools through Model Context Protocol servers, with safe permissions.
Industries where it fits best
Honest limits
Limits and human checks
The assistant is only as good as your documents. Outdated, contradictory or missing content leads to wrong or empty answers. We start by identifying the most-asked questions and checking that good documents exist for them, and the gap reports keep documentation improving over time.
Personal and sensitive matters, such as health, disputes or individual pay, should go straight to a person, and the assistant is set up to recognize and route them. Answers always show their source so staff can check the original, and we log questions without exposing them to colleagues.
Keep exploring
Services, industries and case studies
Related services
View all related services- RAG knowledge assistants Assistants that answer questions from your own documents and show where each answer came from.
- AI chatbots Website and messaging chatbots that answer common questions well and hand everything else to a person.
- MCP integration Connect AI assistants to your CRM, files, databases and tools through Model Context Protocol servers, with safe permissions.
- Progressive web apps Web apps that install on a phone, work offline and send notifications, without an app store.
- AI Product Development AI agents, knowledge assistants, copilots and document automation built into the way your team already works.
- AI agents AI that takes actions in your systems, such as qualifying leads or processing requests, with people checking the results.
Solutions
View all solutions- Knowledge assistant (RAG) Ask a question in plain words and get an answer from your own documents, with links to the sources.
- Approval workflows Requests, approvals and reminders in one place, with clear owners and deadlines instead of long email threads.
- Scheduling automation Let customers book, change and confirm appointments themselves, by web, chat or phone, with reminders that cut no-shows.
- AI support agent An assistant that answers routine questions from your own content, checks orders and hands anything else to a person.
- Email triage Sort a shared inbox by topic and urgency, pull out the key details and draft replies for a person to send.
- Onboarding automation Every new hire gets the right accounts, documents, training and check-ins on time, tracked in one place.
Industries
View all industries- Professional services Client portals, proposal drafting, knowledge assistants and internal tools for consultancies, agencies and firms.
- Healthcare Patient booking, intake forms, internal knowledge assistants and admin automation for clinics and care providers.
- Manufacturing Quality inspection, production dashboards, quoting tools, knowledge assistants and legacy system modernization for manufacturers.
- SaaS and startups MVPs, subscription billing, AI features, multi-tenant platforms and scaling support for founders and product teams.
- Education and elearning Course platforms, student portals, content workflows and AI tutoring assistants for schools and training companies.
- Ecommerce Online stores, product data cleanup, support assistants, price monitoring and order automation for online retailers.
Guides and articles
View all guides and articles- What is RAG and when do you need it? How retrieval-augmented generation lets AI answer from your documents, when it fits and how to build it well.
- RAG vs fine-tuning Two ways to make AI work with your knowledge, compared by cost, accuracy and upkeep.
- AI chatbot vs AI agent What separates a chatbot that answers from an agent that acts, and when you need each.
AI models
View all ai models- Embeddings Models that turn text into vectors for search, retrieval, clustering and recommendations.
- Claude Haiku 4.5 Anthropic's fastest and lowest-cost Claude model, with near-frontier intelligence for high-volume and real-time work.
- GPT-6 Luna OpenAI's most efficient model for focused, high-volume tasks, with vision, tool calling and structured outputs at the lowest price level in the family.
- text-embedding-3-small OpenAI's efficient, lowest-cost embedding model, with 1,536-dimension vectors for search, retrieval and similarity at scale.
- Coding Models that write, review and explain code, and power coding assistants and developer tools.
- Gemini Embedding 2 Google's current embedding model, multimodal: it embeds text, images, video, audio and PDFs for search and retrieval.
MCP servers
View all mcp servers- Knowledge and memory Servers that give AI long-term memory or access to knowledge bases, wikis and personal notes.
- Communication Servers for chat, email, SMS and phone, so AI can read messages, draft replies and send notifications.
- Slack Slack's own hosted MCP server lets AI search messages, read channels and threads, look up people, draft or send messages and create canvases.
- Microsoft Teams Microsoft's Teams MCP server, part of its Work IQ preview, lets AI list and read chats and channels and post messages and replies.
- Confluence Atlassian's official Rovo MCP server lets AI search and read Confluence spaces and pages, create and edit content and add comments and labels.
- Jira Atlassian's official Rovo MCP server lets AI search, create and update Jira issues and search, read and create Confluence content.
Glossary terms
View all glossary terms- RAG RAG, or retrieval-augmented generation, is a method where an AI system first finds relevant passages in your documents, then answers using only those passages.
- Semantic search Semantic search finds results by meaning rather than exact words, so a search for "reset my login" can find an article titled "Forgot your password".
- Embeddings Embeddings are lists of numbers that represent the meaning of text or images, so software can find items that are similar in meaning.
- AI copilot An AI copilot is an assistant built into a tool people already use, which suggests, drafts and explains while the person stays in control.
- Chatbot A chatbot is software that holds a conversation with people through text or voice, answering questions or completing simple tasks.
- Claude Code Claude Code is Anthropic's agentic coding tool, which works in a developer's terminal, IDE, desktop app or browser to read code, run commands and make changes.
FAQ
Questions about internal help desk assistant
Have a question that is not here? Ask us directly.
Only if you allow it, and then only for the people permitted to see them. Permissions follow your existing access rules. See RAG knowledge assistants.
Slack and Microsoft Teams are most common. A web version is also possible for staff without either.
The index updates automatically when documents change, so answers use the current version. Old versions can be excluded entirely.
Yes. It can create tickets in Jira, your help desk or by email, with the question and what was already tried. See MCP integration.