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A Brisbane MSP deflects 60% of support calls with an AI agent

Years of ticket history, rewritten in plain language and put behind an AI agent that users ask first.

Client18 person MSP, Brisbane
PlatformCopilot Studio
Result60% of calls deflected
60%of inbound support calls deflected before they reach the desk
Client
18 person MSP, Brisbane
Challenge
Non technical users raising a high volume of support tickets
Solution
A plain language knowledge base built from historic tickets, powering an AI agent
Tools
Copilot Studio, Claude Opus 5.5

The situation

The MSP's end users had low technical skills. Small problems they could have fixed themselves became tickets, and those tickets took the same desk time as real faults. The desk was busy, and much of that work was repeat work.

The fixes already existed. They were buried in years of ticket history, written in technician language that no end user could follow.

The fixes already existed. They were buried in years of ticket history.

What we built

We turned that ticket history into something users can use:

  1. Analyse

    AI worked through the MSP's historic tickets and grouped the problems that come up again and again.

  2. Extract

    For each common problem, it pulled out the fix that worked.

  3. Translate

    Each fix was rewritten in plain language, step by step, for a non technical user.

  4. Deploy

    The finished knowledge base powers an AI agent built in Copilot Studio. Users ask the agent first, in their own words.

Copilot StudioClaude Opus 5.5

When the agent cannot solve a problem, the user still reaches the desk as normal.

The result

60%of inbound support calls deflected
4steps from ticket history to a live agent
1plain language knowledge base, built from the MSP's own fixes

The agent deflects 60% of inbound support calls before they reach the desk. Users get answers straight away, and the desk spends its time on the problems that need a technician.

Why it worked

The MSP did not need new knowledge. It needed its existing knowledge in words its users understand. AI did the translation at a scale no person would have time for.

The MSP did not need new knowledge. It needed its existing knowledge in words its users understand.

Drowning in repeat tickets?

Cobotic turns your ticket history into an agent your users can talk to.

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Written and directed by a human. Polish and fluff added by Claude Opus 5.5.

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