{"id":19417,"date":"2025-06-26T09:05:00","date_gmt":"2025-06-26T16:05:00","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=19417"},"modified":"2026-02-02T13:48:26","modified_gmt":"2026-02-02T21:48:26","slug":"enabling-modern-support-at-microsoft-with-ai","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/","title":{"rendered":"Enabling modern support at Microsoft with AI"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">We\u2019re using agent-based AI capabilities supported by a continuous improvement (CI) mindset and a comprehensive approach to security to redefine how we meet the support needs of our employees here at Microsoft.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">How are we doing this?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2014Microsoft Digital, the company\u2019s IT organization\u2014are using autonomous AI agents built on platforms such as Microsoft Copilot Studio to enhance the experiences our employees have at work, to improve their productivity, and to drive innovation across Microsoft.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/Trent-Berghofer.png\" alt=\"A photo of Berghofer.\" class=\"wp-image-22171\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/Trent-Berghofer.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/Trent-Berghofer-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/Trent-Berghofer-150x150.png 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cAutonomous agents are enabling us to transform how we provide support to our employees while also giving our support agents new tools and capabilities that they\u2019re using to be more strategic and to uplevel the quality of their work.\u201d<\/p>\n<cite><strong>Trent Berghofer, general manager, Microsoft Digital Modern Support<\/strong><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Modernizing the support experience with AI-driven agents<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019re pivoting to using AI-driven agents as the primary way we deliver support to our employees. We\u2019re using advances in LLMs and generative AI to create an intelligent support layer that can perceive context, understand intention, and take action to achieve goals. AI\u2019s ability to make decisions in the early stages of the user support journey is reducing our resolution time by streamlining support ticket intake, routing and intent-gathering tasks.<\/p>\n\n\n\n<aside class=\"wp-block-group aside-for-guide has-white-200-background-color has-background has-global-padding is-content-justification-right is-layout-constrained wp-container-core-group-is-layout-3f1abf08 wp-block-group-is-layout-constrained\" style=\"border-radius:10px;padding-top:var(--wp--preset--spacing--spacing-12);padding-right:var(--wp--preset--spacing--spacing-12);padding-bottom:var(--wp--preset--spacing--spacing-12);padding-left:var(--wp--preset--spacing--spacing-12)\">\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-298f84b7 wp-block-group-is-layout-flex\" style=\"margin-top:0;margin-bottom:0;padding-top:0;padding-bottom:0\">\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"132\" height=\"132\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/10\/Engage-with-our-experts_blogs.png\" alt=\"\" class=\"wp-image-20636\" style=\"width:48px\"\/><\/figure>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\"><strong>Engage with our experts!<\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-4)\">Customers or Microsoft account team representatives from Fortune 500 companies are welcome to <a href=\"mailto:msitstaff@microsoft.com\">request a virtual engagement<\/a> on this topic with experts from our Microsoft Digital team.<\/p>\n<\/aside>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cAutonomous agents are enabling us to transform how we provide support to our employees while also giving our support agents new tools and capabilities that they\u2019re using to be more strategic and to uplevel the quality of their work,\u201d says Trent Berghofer, general manager of the Microsoft Digital Modern Support team. \u201cWe think that this is a blueprint our customers and partners can follow and learn from.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our agent-based design capitalizes on the strengths of AI orchestration to deliver streamlined, intelligent support experiences that enhance productivity for both employees and IT professionals. Specifically:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Contextual understanding<\/strong>: AI agents retain and interpret prior interactions to deliver more relevant and accurate support. This memory-driven context allows them to anticipate needs and tailor responses, improving the quality of assistance over time.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Workflow coordination<\/strong>: Agents autonomously plan and execute multi-step tasks, dynamically adjusting their approach based on real-time inputs. This enables seamless handling of complex support workflows with minimal human intervention.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Authoritative sources<\/strong>: By integrating with trusted enterprise systems and APIs, agents ensure that actions and recommendations are grounded in reliable, up-to-date information, reducing errors and increasing confidence in outcomes.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;For an employee to stay productive, they need a simple, accessible, and transparent support experience,&#8221; says Silvina Olkies, a senior director of Global End User Support Services and Employee Experience in Microsoft Digital.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AI-based autonomous agents serve as the foundation for our innovative self-service solutions and automation. Olkies\u2019 team has designed modern support services to meet our employees in the flow of their work with simple, accessible, and transparent experiences. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">&#8220;Our vision is for support to start and stay in Copilot. Employees should be able to resolve issues through AI-driven self-service or transition effortlessly to assisted support\u2014without leaving the streamlined interface.&#8221;<\/p>\n<cite><strong>Silvina Olkies, senior director of Global End User Support Services and Employee Experience, Microsoft Digital<\/strong><\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Microsoft 365 Copilot has quickly become our tool of choice to enhance modern work practices at Microsoft. Our employees use Copilot to find answers, work faster, communicate more effectively, and boost creativity. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Copilot is a true personal AI assistant, demonstrating how AI can transform the way people work.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;Our vision is for support to start and stay in Copilot,&#8221; Olkies says. &#8220;Employees should be able to resolve issues through AI-driven self-service or transition effortlessly to assisted support\u2014without leaving the streamlined interface.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Copilot is a key enabler of agent-based services that make up our modern support model here at Microsoft Digital. We\u2019re using it to deliver a more efficient, personalized, and proactive support experience while ensuring security and compliance across two major areas:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Our Employee Self-Service (ESS) Agent powers the user support experience,<\/strong> enabling a seamless, transparent, and digital-first support model. AI-driven analytics identify patterns, anticipate needs, and optimize support operations proactively, all while maintaining security and protecting user data.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>AI and CI power IT operations and infrastructure management, <\/strong>equipping us with intelligent insights and automated workflows to enhance project management efficiency, streamline operational issue resolution, and ensure secure and compliant engagements with stakeholders.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">CI is a foundational element of our support and operations strategy. With CI, we drive iterative enhancements in our tools and services through structured review cycles and embedded feedback mechanisms. The pace of our business and the technology we use to support it demands this level of agility in correcting issues, adding features, and evolving the way we operate as an organization.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We apply CI methodologies such as root cause analysis, process mapping, and trend monitoring to observe data from ESS Agent interactions, Copilot usage patterns, and survey sentiment. We use the insights from this analysis during sprint retrospectives and operational syncs, where corrective actions are defined, prioritized, and tracked.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Root cause analysis<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In one of our tenants, we saw a high number of reopened and escalations tickets related to virtual machine initiation. After reviewing the tickets, we found that users were requesting VMs before their accounts were created, which prevented successful provisioning. We updated the onboarding process to ensure that account creation happens first. As a result, we reduced escalation and productivity churn by 54 percent and improved the overall support experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Process mapping<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We continuously document processes to ensure a seamless onboarding experience for new services. Traditionally, product managers conduct brownbag sessions to educate support agents on tools and procedures. However, capturing and formalizing this knowledge into Standard Operating Procedures (SOPs) is a time-intensive task, often requiring 6 to 8 hours of effort from our subject matter experts (SMEs).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To enhance efficiency and accuracy, we\u2019re implementing an AI-powered solution that leverages generative AI to transform brownbag discussions into draft SOPs, reducing documentation time to approximately 2 hours or less, while maintaining high-quality standards. With AI-generated drafts supplemented by expert review, we anticipate improvements in both speed and precision, ensuring robust SOPs for product support.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Trend monitoring<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">To become more proactive in how we support services, we\u2019ve introduced a demand management process that helps us identify and analyze trends in ticket volume and user requests. By using data to spot recurring issues and patterns, we provide structured feedback to Service Owners and Product Groups about defects, onboarding challenges, and service changes. This approach allows us to adapt quickly, reduce future volume, and influence improvements upstream, moving from reactive support to a more predictive and agile model.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This Kaizen-style approach to CI enables us to iterate quickly, using rapid experimentation and fail-fast mindset. As a result, we\u2019re optimizing support workflows and creating sustained reduction in incident recurrence. Incorporating CI practices into our delivery rhythms helps us ensure that every AI-driven improvement is measurable, intentional, and aligned with evolving user needs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our combination of AI and CI is built on a foundation of security, in line with the Microsoft <a href=\"https:\/\/www.microsoft.com\/en-us\/trust-center\/security\/secure-future-initiative\" target=\"_blank\" rel=\"noreferrer noopener\">Secure Future Initiative (SFI)<\/a>. SFI ensures that three core security principles are built into everything we do at Microsoft:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Secure by design<\/strong>. Security comes first when designing any product or service.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Secure by default<\/strong>. Security protections are enabled and enforced by default, require no extra effort, and are not optional.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Secure operations<\/strong>. Security controls and monitoring will continuously be improved to meet current and future threats.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Within our modern support model, we use AI to deliver intelligent insights, automation, and rapid impact. Embracing CI enables us to make disciplined and continuous advancements that drive long-term efficiency. Security remains our foundation, making sure we safeguard our data, maintain compliance, and ensure trust. Weaving AI, CI, and security together helps us streamline our workflows, reduce our operational burden, and enables us to proactively resolve issues while protecting our users and systems.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\">The modern support model<\/h2>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"419\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714-graphic-1-modernsupporttransformation-v4-1024x419.png\" alt=\"The modern support model represented by its key elements: AI capabilities in the user support experience with Autonomous AI Agents and continuous improvement in IT site operations supported by a foundation of security.\" class=\"wp-image-19421\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714-graphic-1-modernsupporttransformation-v4-1024x419.png 1024w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714-graphic-1-modernsupporttransformation-v4-300x123.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714-graphic-1-modernsupporttransformation-v4-768x314.png 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714-graphic-1-modernsupporttransformation-v4.png 1319w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>AI, CI, and a foundation of security power the modern support experience at Microsoft Digital.<\/em><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Providing transparent self-service with the Employee Self-Service Agent<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Our <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/accelerating-employee-services-at-microsoft-with-the-employee-self-service-agent\/\">Employee Self-Service Agent<\/a> is designed to improve the IT support experience. Driven by the power of Microsoft Copilot Studio, the tool has become the gateway to self-service support for Microsoft employees, and a key part of our agentic AI approach.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The agent consolidates multiple support channels into a single intelligent entry point that facilitates both self-service and seamless escalation when required. It empowers our employees with self-service capabilities for common IT needs, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Quick answers to common technical issues, including password resets, device setup, connectivity troubleshooting, software updates, and installations.<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Ticket management features that allow employees to create requests, track status updates, and add comments or files to open tickets.<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Proactive self-help prompts for top IT actions, such as outage alerts, device compliance status, active ticket updates, connectivity troubleshooting, authentication support, and domain join assistance.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\">Reimagining support with Copilot<\/h2>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"937\" height=\"433\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_Reimagining_support_with_Copilot_graphic.gif\" alt=\"User support is initiated in the Employee Self-Service Agent supported by knowledge and workflows. Integration with ServiceNow is provided by voice calls, live agent chat, and on-site support\" class=\"wp-image-19422\"\/><figcaption class=\"wp-element-caption\"><em>Envisioning the user support experience with Copilot and the Employee Self-Serve Agent as the gateway to self-service support at Microsoft.<\/em><\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Our team is constantly improving the AI capabilities in the Employee Self-Service Agent to make support suggestions better, boost automation, and simplify workflows so that employees can access accurate solutions faster. Our Customer Zero approach uses feedback from Microsoft employees to improve how this agentic tool predicts user intent and helps resolve issues.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the AI-powered capabilities of this tool don\u2019t provide a complete solution to an employee\u2019s support issue, human assistance is instantly available. The goal is that only the most critical and complex issues reach a support professional.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The results so far are encouraging, and the numbers indicate that the agent is creating significant benefits for us, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Self-service success rates have increased by 36%.<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Successful self-service information discovery has increased by 34%.<\/li>\n\n\n\n<li class=\"wp-block-list-item\">User satisfaction ratings for IT support have increased by 18%.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">With employees using the Employee Self-Service Agent as the entry point and 95% of interactions starting in Copilot-based interfaces, the focus is on improving Copilot features to create an even better user experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Improving IT site operations and infrastructure management with AI<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019re combining AI-driven capabilities, continuous improvement, and a comprehensive security framework to build effective IT operations and infrastructure management solutions that our modern support model revolves around.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">IT Operations uses a range of internally developed AI agents tailored to specific scenarios. These agents enhance operational decision-making, streamline communications, and strengthen the security and efficiency of IT service delivery at Microsoft.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\">AI-driven capabilities for IT professionals<\/h2>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"808\" height=\"360\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_AI-driven_capabilities_for_IT_professionals_graphic.gif\" alt=\"Device and infrastructure management, insights for decision-making and streamlined stakeholder management are supported by AI agents. \" class=\"wp-image-19423\"\/><figcaption class=\"wp-element-caption\"><em>We\u2019re supporting IT professionals with AI-driven infrastructure management, insights for decision-making, and streamlined engagement with stakeholders.<\/em><\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Here are some key scenarios where AI is revolutionizing IT site operations and infrastructure management:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Device and infrastructure management.<\/strong> We&#8217;re using agents to proactively manage endpoint devices, network infrastructure, and security compliance. For example, our engineering teams have developed three custom-built agents: Network Data Infrastructure, Device Care, and Network Spare Equipment Inventory. These agents optimize the processes for infrastructure deployments, resolving connectivity issues and service disruptions throughout our global infrastructure, while also helping to keep our devices healthy and reliable.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Insights for IT operations and strategic decision-making.<\/strong> AI-powered analytics enhance sentiment analysis, track service metrics, and drive proactive issue resolution. We\u2019ve developed the Insight Foundation agent to help our IT operations teams analyze trends, interpret self-service survey results, and enable data-driven inquiries.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Streamlined stakeholder engagement.<\/strong> We\u2019re developing AI-powered automation to consolidate key datasets for IT and corporate function partners, offering tailored insights on service health and program roadmaps. Business stakeholders will get seamless access to our service health and roadmap information tailored to specific roles and business functions to support timely planning and prioritization activities.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Our aspiration is that agent-based AI will autonomously drive strategic investment planning, seamless infrastructure deployment, and self-healing operations\u2014maximizing efficiency, accelerating value, and ensuring a resilient digital workplace with minimal human intervention.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">&#8220;As we continue our journey, agent-based AI is helping us rethink how we plan, build, and run our infrastructure. From smarter investments to self-healing operations, it\u2019s all about creating a resilient digital workplace that runs smoother, faster, and with less manual effort.&#8221;<\/p>\n<cite><strong>Simon Price, senior director of IT field management, Microsoft Digital<\/strong><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Creating a connected future with modern support at scale<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Our AI-powered modern support model is already delivering tangible business impact. Our self-service IT support resolution has increased by 36%, demonstrating the impact of automation and AI on IT support. Additionally, faster agent response times, powered by real-time telemetry, and reduced IT ticket volumes further highlight this transformation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As our support team continues to refine the AI agent-driven modern support approach, they\u2019re committed to increasing user satisfaction and ensuring we realize increasing value from AI-driven tools.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our team is also growing our investment in self-service solutions and continuing to modernize IT support by prioritizing AI-driven automation and predictive analytics, including investigating new ways to use Copilot capabilities for real-time insights and remediation. We\u2019re reimagining support for the AI era. The modern support experience\u2014built on AI-driven agents, CI, and security\u2014ensures Microsoft employees are empowered by fast, seamless, and intelligent IT assistance and IT operations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;As we continue our journey, agent-based AI is helping us rethink how we plan, build, and run our infrastructure,\u201d says Simon Price, senior director of IT field management at Microsoft Digital. \u201cFrom smarter investments to self-healing operations, it\u2019s all about creating a resilient digital workplace that runs smoother, faster, and with less manual effort.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The future of IT support is here. And at Microsoft Digital, we\u2019re making it happen today.<\/p>\n\n\n\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-c0392459 wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-7db9d80f wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"190\" height=\"190\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Key-takeaways-badge.png\" alt=\"\" class=\"wp-image-19493\" style=\"object-fit:cover;width:75px;height:75px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Key-takeaways-badge.png 190w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Key-takeaways-badge-150x150.png 150w\" sizes=\"auto, (max-width: 190px) 100vw, 190px\" \/><\/figure>\n\n\n\n<p class=\"has-body-xl-font-size wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-24);margin-bottom:0;padding-top:var(--wp--preset--spacing--spacing-24)\">Key takeaways<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Here are four essential learnings you can apply to improve IT support and operations in your organization:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Enhance self-service capabilities.<\/strong> Empower employees with tools like the ESS Agent to address common IT needs quickly and independently.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Build proactive solutions.<\/strong> Use AI-driven insights and automation to predict user needs and resolve issues before they escalate.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Streamline IT operations.<\/strong> Explore AI opportunities across your unique scenarios, whether in infrastructure automation, operational intelligence, or stakeholder collaboration, to drive greater efficiency and strategic value<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Focus on employee satisfaction.<\/strong> Continuously improve support tools and experiences to boost user trust and engagement.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-c0392459 wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-7db9d80f wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"190\" height=\"190\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Try-it-out-badge.png\" alt=\"\" class=\"wp-image-19492\" style=\"object-fit:cover;width:75px;height:75px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Try-it-out-badge.png 190w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Try-it-out-badge-150x150.png 150w\" sizes=\"auto, (max-width: 190px) 100vw, 190px\" \/><\/figure>\n\n\n\n<p class=\"has-body-xl-font-size wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-24);margin-bottom:0;padding-top:var(--wp--preset--spacing--spacing-24)\">Try it out<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoft-copilot-studio\/fundamentals-get-started?OCID=InsideTrack_Product_10714\" target=\"_blank\" rel=\"noreferrer noopener\">Create and deploy an agent in Microsoft Copilot Studio.<\/a><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-c0392459 wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-7db9d80f wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"190\" height=\"190\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Related-links-badge.png\" alt=\"\" class=\"wp-image-19491\" style=\"object-fit:cover;width:75px;height:75px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Related-links-badge.png 190w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Related-links-badge-150x150.png 150w\" sizes=\"auto, (max-width: 190px) 100vw, 190px\" \/><\/figure>\n\n\n\n<p class=\"has-body-xl-font-size wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-24);margin-bottom:0;padding-top:var(--wp--preset--spacing--spacing-24)\">Related links<\/p>\n<\/div>\n\n\n\n<ul style=\"margin-top:var(--wp--preset--spacing--spacing-20)\" class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/accelerating-employee-services-at-microsoft-with-the-employee-self-service-agent\/\">Read about how we launched an Employee Self-Service Agent to transform support at Microsoft.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/reimagining-campus-support-at-microsoft-with-the-employee-self-service-agent\/\">Explore how we&#8217;re meeting our employees&#8217; campus-services needs with an AI agent.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/ai-is-revolutionizing-the-way-we-support-corporate-functions-at-microsoft\/\">Find out how AI is revolutionizing the way we support corporate functions at Microsoft.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/customer-questions-answered-should-i-use-copilot-studio-or-azure-ai-foundry-to-build-my-agent\/\">Customer questions answered: Should I use Copilot Studio or Azure AI Foundry to build my agent?<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/unlocking-enterprise-ai-extensibility-at-microsoft-with-microsoft-copilot-studio\/\">Learn how we\u2019re unlocking enterprise AI extensibility at Microsoft with Microsoft Copilot Studio.<\/a><\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-c0392459 wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-7db9d80f wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"190\" height=\"190\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Wed-like-to-hear-from-you-badge.png\" alt=\"\" class=\"wp-image-19490\" style=\"object-fit:cover;width:75px;height:75px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Wed-like-to-hear-from-you-badge.png 190w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Wed-like-to-hear-from-you-badge-150x150.png 150w\" sizes=\"auto, (max-width: 190px) 100vw, 190px\" \/><\/figure>\n\n\n\n<p class=\"has-body-xl-font-size wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-24);margin-bottom:0;padding-top:var(--wp--preset--spacing--spacing-24)\">We&#8217;d like to hear from you!<\/p>\n<\/div>\n\n\n\n<ul style=\"margin-top:var(--wp--preset--spacing--spacing-20)\" class=\"wp-block-list is-style-list-no-bullets\">\n<li class=\"wp-block-list-item\"><a href=\"mailto:msitstaff@microsoft.com\">Want more information? Email us and include a link to this story and we\u2019ll get back to you.<\/a><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019re using agent-based AI capabilities supported by a continuous improvement (CI) mindset and a comprehensive approach to security to redefine how we meet the support needs of our employees here at Microsoft. How are we doing this? We\u2014Microsoft Digital, the company\u2019s IT organization\u2014are using autonomous AI agents built on platforms such as Microsoft Copilot Studio [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":19419,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":true,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_hide_featured_on_single":false,"_show_featured_caption_on_single":true,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[71,882],"tags":[199,868,822,597,850,827],"coauthors":[550],"class_list":["post-19417","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-featured","category-it-strategy","tag-ai","tag-ai-deployment-and-adoption","tag-corporate-functions","tag-employee-experience","tag-end-user-services-and-support","tag-microsoft-365-copilot","m-blog-post"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Enabling modern support at Microsoft with AI - Inside Track Blog<\/title>\n<meta name=\"description\" content=\"Learn how we\u2019re using AI to provide our employees with modern support solutions that improve their user experience, productivity, and flexibility.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Enabling modern support at Microsoft with AI - Inside Track Blog\" \/>\n<meta property=\"og:description\" content=\"Learn how we\u2019re using AI to provide our employees with modern support solutions that improve their user experience, productivity, and flexibility.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/\" \/>\n<meta property=\"og:site_name\" content=\"Inside Track Blog\" \/>\n<meta property=\"article:published_time\" content=\"2025-06-26T16:05:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-02T21:48:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_hero_image.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2299\" \/>\n\t<meta property=\"og:image:height\" content=\"1293\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Jason Kellington\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jason Kellington\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"13 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/\"},\"author\":{\"name\":\"Jason Kellington\",\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/#\\\/schema\\\/person\\\/873dfaa69644d9b2e9861bc6dac478b6\"},\"headline\":\"Enabling modern support at Microsoft with AI\",\"datePublished\":\"2025-06-26T16:05:00+00:00\",\"dateModified\":\"2026-02-02T21:48:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/\"},\"wordCount\":2470,\"image\":{\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/uploads\\\/prod\\\/2025\\\/06\\\/10714_hero_image.jpg\",\"keywords\":[\"AI\",\"AI deployment and adoption\",\"Corporate Functions\",\"Employee experience\",\"End user services and support\",\"Microsoft 365 Copilot\"],\"articleSection\":[\"Featured\",\"IT strategy\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/\",\"url\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/\",\"name\":\"Enabling modern support at Microsoft with AI - Inside Track Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/uploads\\\/prod\\\/2025\\\/06\\\/10714_hero_image.jpg\",\"datePublished\":\"2025-06-26T16:05:00+00:00\",\"dateModified\":\"2026-02-02T21:48:26+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/#\\\/schema\\\/person\\\/873dfaa69644d9b2e9861bc6dac478b6\"},\"description\":\"Learn how we\u2019re using AI to provide our employees with modern support solutions that improve their user experience, productivity, and flexibility.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/uploads\\\/prod\\\/2025\\\/06\\\/10714_hero_image.jpg\",\"contentUrl\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/uploads\\\/prod\\\/2025\\\/06\\\/10714_hero_image.jpg\",\"width\":2299,\"height\":1293,\"caption\":\"We\u2019re using AI, continuous improvement, and a focus on security to provide modern support solutions that improve our employee\u2019s user experience, productivity, and flexibility.\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/enabling-modern-support-at-microsoft-with-ai\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Enabling modern support at Microsoft with AI\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/\",\"name\":\"Inside Track Blog\",\"description\":\"How Microsoft does IT\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/#\\\/schema\\\/person\\\/873dfaa69644d9b2e9861bc6dac478b6\",\"name\":\"Jason Kellington\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/d4b158da36ed1724c7b9904b655dca8f848e188c9a11b293da2c41a62cd51391?s=96&d=mm&r=g194a4f0f478cef34134d870cc64e1068\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/d4b158da36ed1724c7b9904b655dca8f848e188c9a11b293da2c41a62cd51391?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/d4b158da36ed1724c7b9904b655dca8f848e188c9a11b293da2c41a62cd51391?s=96&d=mm&r=g\",\"caption\":\"Jason Kellington\"},\"url\":\"https:\\\/\\\/www.microsoft.com\\\/insidetrack\\\/blog\\\/author\\\/v-jaske\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Enabling modern support at Microsoft with AI - Inside Track Blog","description":"Learn how we\u2019re using AI to provide our employees with modern support solutions that improve their user experience, productivity, and flexibility.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/","og_locale":"en_US","og_type":"article","og_title":"Enabling modern support at Microsoft with AI - Inside Track Blog","og_description":"Learn how we\u2019re using AI to provide our employees with modern support solutions that improve their user experience, productivity, and flexibility.","og_url":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/","og_site_name":"Inside Track Blog","article_published_time":"2025-06-26T16:05:00+00:00","article_modified_time":"2026-02-02T21:48:26+00:00","og_image":[{"width":2299,"height":1293,"url":"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_hero_image.jpg","type":"image\/jpeg"}],"author":"Jason Kellington","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Jason Kellington","Est. reading time":"13 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/#article","isPartOf":{"@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/"},"author":{"name":"Jason Kellington","@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/#\/schema\/person\/873dfaa69644d9b2e9861bc6dac478b6"},"headline":"Enabling modern support at Microsoft with AI","datePublished":"2025-06-26T16:05:00+00:00","dateModified":"2026-02-02T21:48:26+00:00","mainEntityOfPage":{"@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/"},"wordCount":2470,"image":{"@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/#primaryimage"},"thumbnailUrl":"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_hero_image.jpg","keywords":["AI","AI deployment and adoption","Corporate Functions","Employee experience","End user services and support","Microsoft 365 Copilot"],"articleSection":["Featured","IT strategy"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/","url":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/","name":"Enabling modern support at Microsoft with AI - Inside Track Blog","isPartOf":{"@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/#primaryimage"},"image":{"@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/#primaryimage"},"thumbnailUrl":"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_hero_image.jpg","datePublished":"2025-06-26T16:05:00+00:00","dateModified":"2026-02-02T21:48:26+00:00","author":{"@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/#\/schema\/person\/873dfaa69644d9b2e9861bc6dac478b6"},"description":"Learn how we\u2019re using AI to provide our employees with modern support solutions that improve their user experience, productivity, and flexibility.","breadcrumb":{"@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/#primaryimage","url":"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_hero_image.jpg","contentUrl":"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_hero_image.jpg","width":2299,"height":1293,"caption":"We\u2019re using AI, continuous improvement, and a focus on security to provide modern support solutions that improve our employee\u2019s user experience, productivity, and flexibility."},{"@type":"BreadcrumbList","@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.microsoft.com\/insidetrack\/blog\/"},{"@type":"ListItem","position":2,"name":"Enabling modern support at Microsoft with AI"}]},{"@type":"WebSite","@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/#website","url":"https:\/\/www.microsoft.com\/insidetrack\/blog\/","name":"Inside Track Blog","description":"How Microsoft does IT","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.microsoft.com\/insidetrack\/blog\/#\/schema\/person\/873dfaa69644d9b2e9861bc6dac478b6","name":"Jason Kellington","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/d4b158da36ed1724c7b9904b655dca8f848e188c9a11b293da2c41a62cd51391?s=96&d=mm&r=g194a4f0f478cef34134d870cc64e1068","url":"https:\/\/secure.gravatar.com\/avatar\/d4b158da36ed1724c7b9904b655dca8f848e188c9a11b293da2c41a62cd51391?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/d4b158da36ed1724c7b9904b655dca8f848e188c9a11b293da2c41a62cd51391?s=96&d=mm&r=g","caption":"Jason Kellington"},"url":"https:\/\/www.microsoft.com\/insidetrack\/blog\/author\/v-jaske\/"}]}},"jetpack_featured_media_url":"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/06\/10714_hero_image.jpg","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p9hcZA-53b","_links":{"self":[{"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/posts\/19417","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/users\/92"}],"replies":[{"embeddable":true,"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/comments?post=19417"}],"version-history":[{"count":16,"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/posts\/19417\/revisions"}],"predecessor-version":[{"id":22196,"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/posts\/19417\/revisions\/22196"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/media\/19419"}],"wp:attachment":[{"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/media?parent=19417"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/categories?post=19417"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/tags?post=19417"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.microsoft.com\/insidetrack\/blog\/wp-json\/wp\/v2\/coauthors?post=19417"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}