Secure AI Bot for MS Teams: Enhance Ticket ManagementSecure AI Bot for MS Teams: Enhance Ticket Management
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Manuel Romero
pro
• 19h
Enterprise AI: Secure MS Teams Ticket Management Bot
Developed a secure AI agent for Microsoft Teams to automate incident management and technical support through intelligent ticketing.
Achievements:
• Security: Integrated OAuth 2.0 and RBAC for secure access within the corporate tenant.
• API Orchestration: Connected to internal APIs for real-time incident retrieval and ticket injection.
• Bot Framework: Built with Azure Bot Framework for multi-turn, context-aware dialogues.
• Automation: Designed a classification flow to route issues to the correct department via API.
Improved support efficiency via a 24/7 self-service tool for incident reporting.
Due to NDA and data privacy policies, proprietary code and internal UIs are not disclosable. The attached architecture diagram illustrates the technical framework implemented.
Backend DevelopmentPrompt EngineeringAI Engineer Azure FunctionsMicrosoft TeamsOpenAI
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