AI IT Helpdesk
Resolve common employee IT requests instantly and triage the rest to the right queue.
- Project range
- $5,000–12,000
- AWS running cost
- $45–230/mo
- Time to deploy
- 3–5 weeks
- Best-fit industries
- Professional services, Healthcare
Executive summary
An internal helpdesk assistant that handles the routine IT questions and requests employees raise every day — access, passwords, software, how-tos — grounded in your own IT documentation. It resolves what it can instantly, guides self-service, and triages the rest into your ticketing system with the right category and priority, freeing IT to focus on real problems.
Business problem
IT teams at growing companies drown in repetitive requests — password resets, access questions, 'how do I' tickets — that delay real work on both sides. Knowledge is scattered, tickets are miscategorized, and employees wait hours for answers that a good assistant could give in seconds.
Architecture
AWS services
Amazon API Gateway
Networking- — Employee chat and request endpoint
- — Rate limiting
AWS Lambda
Compute- — Resolve, guide, or triage requests
- — Create and route tickets
Amazon Bedrock
AI / ML- — Answer from IT documentation with citations
- — Classify and prioritize tickets
Knowledge base
AI / ML- — Index IT policies, guides, and runbooks
- — Ground answers to reduce hallucination
Amazon DynamoDB
Database- — Ticket and session state
- — Resolution history
Amazon S3
Storage- — Guides, runbooks, and attachments
Amazon EventBridge
Messaging- — Trigger escalation and status updates
ITSM / messaging adapters
Integration- — Create tickets and notify IT via ITSM and Slack
Amazon CloudWatch
Observability- — Logs, metrics, and cost alarms
Data flow
- 1
An employee asks a question or makes a request through chat or the portal.
- 2
Bedrock answers from the IT knowledge base with citations, or guides the employee through self-service.
- 3
If it can't be resolved, the request is classified, prioritized, and turned into a ticket.
- 4
EventBridge routes the ticket to the right ITSM queue and notifies IT; state is tracked in DynamoDB.
- 5
Resolutions feed back into the knowledge base so the assistant keeps improving.
Security considerations
- Employee data and requests encrypted at rest and in transit.
- Sensitive actions (access, resets) route to authorized workflows, never auto-granted.
- Least-privilege IAM; ITSM credentials in Secrets Manager.
- Answers cite source docs; full audit trail per request.
Cost considerations
- Bedrock Q&A and triage is the main variable cost — cents per interaction.
- Deflected tickets reduce IT labor, the primary payoff.
- DynamoDB, S3, and EventBridge are inexpensive at rest.
Scalability
- Serverless throughout; scales with headcount and request volume.
- New topics extend via the knowledge base, not code.
- Additional ITSM or chat tools attach as adapters.
Deployment roadmap
Phase 1 — Knowledge & routing
Week 1- — Gather IT docs and define triage/routing
- — Provision AWS foundation and knowledge base
Phase 2 — Build & integrate
Weeks 2–4- — Build the assistant and ticket triage
- — Wire ITSM and chat channels
Phase 3 — Pilot & tune
Week 5- — Pilot with one department
- — Tune answers, deflection, and routing
Future enhancements
- Automated fulfillment for approved access and provisioning.
- Proactive alerts for known outages and issues.
- Asset and license tracking integration.
- Deflection and resolution-time analytics into the executive dashboard.