Service Desk Support Agent
Supports day-to-day Service Management Tool workflows in production support, handling routine actions and assisting analysts on complex items.
Where it fits
Embeds in the support team's daily workflow as the first pair of hands, it clears the repeatable actions so analysts focus on the genuinely hard tickets.
Value & ROI
Significant, sustained capacity release across the support team.
KPI it moves
≈ 10 FTE of capacity released.
Risk & compliance posture
L3, handles routine, repeatable actions automatically; complex or unusual items are escalated to an analyst. Actions are logged for support audit.
Pain points it removes
- Analysts spend most of the day on repeatable ticket actions, not hard problems.
- Volume spikes mean overtime or a growing backlog, there’s no slack.
What the L3 · Operate tier means
Executes routine, low-risk actions inside a bounded workflow: classify, route, fulfil, log. Exceptions and anything unusual are handed to a human. Every action is time-stamped. Human role: Owns exceptions.
How you adopt it
Ships pre-built for Microsoft Copilot Studio, Power Automate and Azure. You connect it to your environment, classify it on the CAI Score, and it runs in your own tenant. Customer business content remains in the customer-controlled Microsoft environment; ColleagueAI processes separate governance-layer metadata as described in the Trust Center.
Deployment & data
Agents run inside your own Microsoft Copilot Studio, Power Automate and Azure environment. Colleague AI hosts only the control plane: scores, policies and audit metadata. Customer business content remains in the customer-controlled Microsoft environment. ColleagueAI processes separate governance-layer metadata as described in the Trust Center.
What you get
- Copilot Studio connect package
- Microsoft 365 Copilot package
- Agent dossier (PDF)
One-time purchase. Access to your connect packages is arranged after your access request is approved and commercial setup is confirmed.
Price
$9,900 one-time for a perpetual licence to this version, plus $149 / month for Continuous Certification — recommended, and the only route to updated certified releases.
The version you buy is yours forever. The rules it was built against are not: without an active subscription a newer certified release is a new licence purchase, and you follow the covered scope yourself. With it, the package stays listed as a current Colleague AI Certified Release, you get the updated release when a change inside the covered scope requires one at no further licence fee, and you get a Certificate ID a reviewer can check.
Colleague AI’s own programme — not third-party accreditation, and it does not certify how you use the agent. What it covers.
About Colleague AI
Colleague AI is the trust layer for enterprise AI. It classifies AI agents against the CAI Score (a five-tier risk classification from L1 to L5) documenting each agent’s controls and producing an audit trail. Agents run inside your own environment; we host only the governance control plane. So you deploy AI you can defend.