IT Sensei – Enterprise Generative AI Virtual IT Assistant

The goal was to transform enterprise IT support from a traditional ticket-driven model into an AI-first, conversational self-service experience. IT Sensei was designed to give 6,500 employees instant access to IT knowledge and assistance through natural language, reduce repetitive L1 support effort, improve response time and employee experience, and increase the utilization of enterprise knowledge.

A parallel objective was to establish a secure, scalable and governed Generative AI capability that could integrate with existing IT services rather than operate as a standalone chatbot. The project targeted measurable production adoption while retaining identity controls, security governance, monitoring and human escalation for complex cases.

2026

IT Sensei achieved measurable production adoption and operational impact:

• 6,500 employees/users covered by the solution. 

• Approximately 50,000 interactions/month, equivalent to about 600,000 interactions annually at the current run rate.

• Approximately 30% of interactions AI-resolved or AI-assisted. 

• Approximately 8 minutes average L1 effort per query, providing a measurable baseline for support effort addressed by the platform. 

• Faster employee access to IT knowledge through natural-language interaction. 

• Reduced dependency on human intervention for appropriate routine queries. 

• Greater ability for L1 teams to focus on complex incidents and exceptions. 

• Established a reusable, governed enterprise architecture for integrating GenAI with knowledge and IT workflows.

The project therefore delivered both a measurable operational outcome and a scalable foundation for broader enterprise AI adoption.

The solution uses Microsoft Teams as the employee interaction layer, integrated with Generative AI/LLM capabilities, enterprise knowledge sources and IT service workflows.

Supporting components include AI orchestration and prompt-processing services, REST/API integrations, enterprise ITSM, Knowledge Base, Identity and Access Management/SSO, role-based authorization, backend application services, databases, monitoring and observability, security logging and enterprise network/security controls.

The solution is hosted on enterprise-controlled infrastructure with supporting compute, storage, networking and application infrastructure sized for production workloads. Human escalation mechanisms connect AI-assisted interactions with established IT support processes.

The architecture was designed to remain modular so that additional AI models, enterprise services and business workflows can be integrated without redesigning the employee experience.

The project does not use solutions from the Global CIO catalog

The primary complexity was making Generative AI production-ready within a live enterprise environment, rather than simply connecting an LLM to a chat interface.

The solution had to address enterprise knowledge retrieval, contextual accuracy, identity and authorization, integration with existing IT service processes, response quality, scalability, monitoring, security, governance and human escalation simultaneously.

The platform was required to support approximately 50,000 interactions per month while protecting enterprise information and maintaining a consistent employee experience. This required careful decisions around AI orchestration, access controls, integration architecture, monitoring and operational reliability.

The implementation also required organizational change: employees had to adopt a new natural-language interaction model, while IT support teams had to adapt from answering repetitive questions toward handling exceptions and higher-value issues.

IT Sensei is an enterprise Generative AI virtual IT assistant created to fundamentally change how employees interact with Technology services.

The business challenge was the high volume of repetitive employee interactions involving IT questions, knowledge searches and routine assistance. These interactions consumed L1 support capacity and required employees to use conventional support channels even when the underlying information or resolution was relatively straightforward.

I led the technology direction of the initiative, including problem definition, solution architecture, AI approach, integration design, security and governance considerations, implementation direction and enterprise adoption.

IT Sensei was implemented as a conversational experience through Microsoft Teams. Employees can interact with IT using natural language rather than navigating multiple portals or raising a ticket for every query. The solution combines Generative AI with enterprise knowledge and IT service processes to interpret requests, retrieve relevant information, generate contextual responses and assist with appropriate service interactions.

The architecture was deliberately designed as an enterprise capability rather than a standalone chatbot. Identity and access controls govern access to organizational information, while security controls, monitoring, operational governance and human escalation mechanisms provide safeguards around AI-assisted interactions.

The solution went live in December 2025 and was subsequently made available to approximately 6,500 employees/users. It now handles approximately 50,000 interactions per month, with around 30% of interactions AI-resolved or AI-assisted.

At an average historical L1 effort of approximately 8 minutes per query, this represents a substantial volume of support activity being addressed or augmented through AI. At the current run rate, the platform represents approximately 600,000 interactions annually.

Beyond immediate support productivity, IT Sensei changes the IT operating model: routine interactions can be handled through AI-enabled self-service, while human teams can concentrate on complex incidents, exceptions and higher-value activities.

The project establishes a reusable enterprise pattern combining GenAI, enterprise knowledge, controlled access, service workflows and human oversight, creating a foundation for extending AI-assisted operations to additional enterprise processes.

EMEA & India – Enterprise-wide deployment

IT Sensei was developed and deployed for enterprise-wide use across the organization's India-based employee population, providing a common AI-enabled IT support experience to approximately 6,500 employees/users.

The solution operates within the enterprise technology environment and is designed around centralized security, identity, governance and operational controls while serving employees across business functions and locations.

The architecture is not geographically dependent and has been designed as a reusable enterprise capability that can subsequently be extended to additional business units, locations and enterprise workflows.