How to build a IT Chatbot

TL;DR

This agent handles IT support by answering user questions using internal documentation, SharePoint, and uploaded files, then logs interactions and escalates unresolved issues—streamlining IT help for employees and support teams.

What It Does:

• Answers IT support questions using company knowledge bases, SharePoint, and user-uploaded files (like screenshots or logs).

• Formats and presents concise, helpful answers to users.

• Collects user feedback on the provided answer.

• Logs each interaction (question, answer, feedback) to a Google Sheet for tracking and analytics.

• Escalates unresolved or negative feedback cases to a human IT support agent via email.

Who It’s For:

• Employees or end-users needing IT support within an organization.

• IT support teams looking to automate first-line support, reduce ticket volume, and improve response times.

• Organizations wanting to centralize IT support data and streamline escalation processes.

Time to Value:

• Immediate: Users get instant answers to common IT issues.

• Minutes to deploy: Just connect your knowledge sources and Google Sheet, and the agent is ready to use.

• Fast feedback loop: Escalations and feedback are automatically tracked for continuous improvement.

Output:

• A clear, formatted IT support answer, including next steps and a feedback prompt.

• Logged records of each support interaction (question, answer, feedback) in a Google Sheet.

• Automated escalation emails to IT staff for unresolved or negative feedback cases.

Common Pain Points for IT Support

• Slow response times for common or repetitive IT questions.

• Difficulty finding relevant information across multiple knowledge sources.

• Manual logging and tracking of support interactions.

• Lack of visibility into unresolved issues or user satisfaction.

• Overwhelmed IT staff with basic, repetitive queries.

What This Agent Delivers

• Instant, AI-powered answers to IT questions using up-to-date internal resources.

• Seamless integration of user-uploaded files for richer troubleshooting.

• Automated, structured logging of every support interaction.

• Built-in feedback collection to measure answer quality.

• Automatic escalation of unresolved issues to human agents, ensuring nothing falls through the cracks.

Step-by-Step Build (StackAI Nodes)

1) User Question (Input Node)

What it does:

• Collects the user’s IT support question as text input.

Goal:

• Capture the user’s issue for downstream processing.

2) File Upload (Files Node)

What it does:

• Allows users to upload screenshots or log files to aid troubleshooting.

Goal:

• Provide additional context for the AI to generate more accurate answers.

3) Internal Docs (Knowledge Base Node)

What it does:

• Searches your internal IT documentation for relevant information.

Goal:

• Supply authoritative, company-specific knowledge to the AI.

4) SharePoint (Knowledge Base Node)

What it does:

• Searches SharePoint for IT knowledge and resources.

Goal:

• Expand the AI’s context with SharePoint-hosted documentation.

5) OpenAI (LLM Node)

What it does:

• Generates a concise, conversational IT support answer using all available context (user question, uploaded files, internal docs, SharePoint).

Goal:

• Provide a helpful, human-like response to the user’s IT issue.

Instructions

You are an IT support agent who provides assistance based on our internal knowledge base and uploaded files. Respond briefly, politely, and conversationally. 
  If you cannot resolve the issue, suggest escalation

Prompt

Context from internal docs:

{{knowledgebase-0}}



Context from SharePoint:

{{knowledgebase-1}}



User uploaded files:

{{doc-0}}



User message:

{{in-0}}

6) Format Answer (Template Node)

What it does:

• Formats the AI’s answer in markdown, adds a feedback prompt, and clarifies next steps.

Goal:

• Ensure the output is user-friendly and encourages feedback.

7) User Output (Output Node)

What it does:

• Displays the formatted answer to the user.

Goal:

• Deliver the final support response in a clear, accessible format.

8) Feedback (Input Node)

What it does:

• Collects user feedback on the answer (e.g., “Was this helpful?”).

Goal:

• Measure answer quality and trigger escalation if needed.

9) Log to Google Sheet (Action Node)

What it does:

• Logs the question, answer, and feedback to a Google Sheet for tracking and analytics.

Goal:

• Maintain a record of all support interactions for reporting and improvement.

10) Escalate via Email (Action Node)

What it does:

• Sends an escalation email to IT support if the user indicates the issue is unresolved.

Goal:

• Ensure complex or unsolved issues are promptly handled by a human agent.