Haderslev Municipality had already rolled out Microsoft Teams with great success. It was natural to investigate the possibility of a support universe in Teams, where most users already work daily. In addition, a better connection of super users of the individual specialist systems would be an advantage. This way, errors could be related to a need for more knowledge about the use of the systems.
Delegate's solution was a chatbot that eased the pressure on IT support staff by helping users solve their IT problems in an easy, user-friendly, and intuitive.
To get started quickly and gain experience with the chatbot, Haderslev Municipality chose to create a knowledge base built around existing support documents for selected systems and processes. The municipality also had a large amount of support documents to support users in their use of different systems and programs.
One of the goals of the solution was to have different options to support users in solving their IT problems. It also ensured that users could always fall back to other systems or super users if the support documents could not solve their challenges.
The chatbot's primary interaction is to ask the user in which area they are experiencing challenges and ask the user to describe the challenge. Based on the user's answers, the chatbot searches for documents and presents users with links to solve the user's challenge.
If this does not solve the user's challenge, the user informs the chatbot of this. The chatbot then allows the user to contact a superuser or other help through a Teams channel. If this does not solve the user's challenge, a case is created in the municipality's helpdesk system through an integrated creation form (Power App).