AI Support Agent Conversation Playbook – Multilingual IT Support via Microsoft Teams

Overview

This playbook provides 25 conversation examples for a multilingual AI agent that supports users via Microsoft Teams across the following IT domains:

  • • End-User Devices
  • • Identity & Access Management
  • • Business Applications
  • • Networking & Telecommunication
  • • Collaboration Tools
  • • Cloud Infrastructure
  • • General Support & Universal Requests
  • • Sensitive Security or Compliance Issues

Each scenario includes a typical user question or issue, the AI agent’s diagnostic and response process, and the outcome. Conversations are multi-turn to reflect realistic, human-like dialogue.

1. End-User Devices – Excel Crashes

User: My laptop keeps freezing when I open Excel. Agent: Thanks for reporting this. I see you’re using a corporate Windows 11 device enrolled in Intune. Let me check if similar issues are known. …fetches Intune data, checks for known issues and Excel logs… Agent: There’s a known issue with the current Excel version. You can fix this by updating Office. Shall I trigger the update remotely? User: Yes, please. Agent: Update initiated. It should complete in 3–5 minutes. Please restart Excel afterwards. User: Got it. Should I save my work before it installs? Agent: Yes, please save all your work to avoid data loss. Let me know once you’re ready. User: Ready now. Agent: Installing the update… Done. Please restart Excel and check if it still freezes. User: Looks stable now. Thanks! Agent: You’re welcome. Logging this as resolved. Let me know if anything else comes up.

2. Identity & Access – HR Portal Missing

User: I can’t access the HR portal anymore. Agent: Let me take a look at your access rights. One moment while I check Saviynt and your current roles. …verifies access status, detects role change from Workday… Agent: I see your role changed last week, and access to the HR portal was automatically removed. User: That explains it. Can I get it back? Agent: Yes, I’ll submit a Universal Request to restore your access. It may require approval from your manager. User: OK, thanks. Agent: Request submitted and routed to your manager. You’ll be notified once it’s approved and restored.

3. Business Applications – SAP Job Failure

User: Our SAP approval workflow isn’t working this morning. Agent: Understood. Let’s see what’s happening. Checking your subscription to SAP Finance… confirmed. Now looking at job logs. …retrieves batch job error from SAP job monitor… Agent: A background job failed last night. That’s likely the root cause. User: Can we rerun it manually? Agent: That needs to be done by the SAP operations team. I’ll log the incident and notify them. User: Great. Please include that the CFO is blocked. Agent: Absolutely. I’ve flagged this as high priority. Incident #INC123456 has been created and routed to the SAP team.

4. Networking – VPN Problem

User: I can’t connect to the VPN. It worked fine yesterday. Agent: Let’s troubleshoot. Starting a remote diagnostics session on your device… …ACC retrieves connectivity logs… Agent: Your VPN client version is outdated. That’s likely causing the authentication issue. User: Can you fix it? Agent: I can push the latest VPN package to your machine. Do you want to proceed? User: Yes, please. Agent: Update initiated. It may disconnect you temporarily. User: Understood. Agent: The update is complete. Please try connecting now. User: It works again. Thanks a lot! Agent: You’re welcome. Logging this as resolved.

5. Collaboration – Teams Calendar Sync

User: My Teams calendar isn’t syncing with Outlook. Agent: Let’s check the sync configuration. Accessing your Microsoft 365 integration… …verifies mailbox sync state… Agent: I see your mailbox is mid-migration between servers. That sometimes delays calendar sync. User: How long will it take? Agent: Up to 2 hours. I’ll monitor it and notify you once it’s back. User: Can I still create meetings manually in Teams? Agent: Yes, but they might not appear in Outlook immediately. I suggest using Teams directly for now. User: Alright, thanks for the heads-up. Agent: No problem. I’ll follow up with you once sync resumes.

6. Cloud Infra – Azure VM Stopped

User: One of my test servers in Azure stopped responding. Agent: Let’s investigate. Which environment is it in? User: The finance-dev subscription. Agent: Found it. It’s currently in a ‘Stopped (deallocated)’ state. It likely shut down due to inactivity. User: Can I restart it myself? Agent: You can, but I can also trigger the restart for you right now. User: Please go ahead. Agent: Restarting… The VM should be back online in 2–3 minutes. User: Thanks. I’ll check in a bit. Agent: Let me know if it’s not accessible. I’ll monitor the boot logs just in case.

7. Universal Request – Update Phone Number

User: Can you update my phone number in the company directory? Agent: Sure. I’ll first verify your identity. One moment while I check your employee profile in Workday. …verifies identity and contact details… Agent: I’ve located your profile. What’s the new number you’d like to add? User: Please change it to +31 6 12345678. Agent: Got it. Updating now… The new number is now listed in your profile and the directory. User: Perfect. Do I need to inform anyone else? Agent: No, the update is synchronized across systems. No incident was created for this request.

8. Security – Phishing Link

User: I think I clicked on a phishing link in an email. Agent: Thank you for reporting this. I’m logging a confidential incident and starting a background scan on your device. User: Should I shut down my laptop? Agent: No need yet. Please do not click on anything else from that email. The scan is in progress. …initiates ACC malware scan and isolation… Agent: The scan has started, and the device is being monitored for anomalies. I’ve also notified the IT Security team, who will follow up directly. User: Alright. Thanks for the quick help. Agent: You’re welcome. This case will be handled confidentially and only visible to authorized personnel.

9. Escalation – Speak to Human

User: I just want to talk to a real person. Agent: I understand. Let me transfer you to a live agent now. Please hold while I prepare the handover. …summarizes issue context and routes to support queue… Agent: I’ve sent your conversation and issue summary to the helpdesk. A live agent will join this Teams chat shortly. User: Thanks. Agent: You’re welcome. I’ll remain available in case you need further automated assistance.

10. End-User Devices – Printer Not Found

User: I can’t print to my usual office printer. Agent: Let’s check if your device is still mapped to the correct printer. One moment… …scans device settings via ACC… Agent: Your printer mapping appears to be missing. It may have been reset. User: Can you reconnect it? Agent: Yes, reconnecting to HP-3rdFloor printer now. …adds printer back… Agent: Done. Try printing again. User: It’s working now. Much appreciated! Agent: Happy to help. I’ve logged the resolution in case it recurs.

11. IAM – Password Expired

User: I can’t log in—my password expired. Agent: Let’s reset your password. For security, I’ll send a one-time verification code to your registered mobile number. User: Okay, got it. Code is 742931. Agent: Verified. Resetting your password now… Done. You’ll receive a temporary password by email. Please change it after login. User: Will do. Thanks! Agent: You’re all set. Let me know if you need anything else.

12. Business Apps – Salesforce Field Missing

User: A required field in Salesforce has disappeared from my view. Agent: Let’s figure this out. Can you tell me which field is missing? User: It’s the “Customer Region” field on the account page. Agent: Got it. Checking Salesforce schema and recent admin changes… …finds that field visibility was modified for your role… Agent: It appears the field was recently hidden for users in your role. I’ll escalate this to the Salesforce admin team. User: Can you make it visible again? Agent: I don’t have permission to override role-level visibility, but I’ve logged a request with all details. You’ll be notified once it’s resolved.

13. Network – Slow WiFi

User: My WiFi is really slow today. Agent: Let me run a performance check on your network connection. …analyzes WiFi strength and congestion… Agent: You’re connected to a crowded 2.4GHz network. I recommend switching to the 5GHz band if available. User: How do I do that? Agent: Open your WiFi settings and look for the “CompanyNet-5G” network. Try connecting to that. User: Done. Speed seems better already. Agent: Excellent. I’ll log this in case it happens again.

14. Collaboration – Teams Crashes

User: Teams keeps crashing during calls. Agent: Sorry to hear that. I’ll check the logs from your last crash. …retrieves crash logs via ACC… Agent: The issue appears related to memory usage. You have multiple apps using high RAM. User: What should I do? Agent: I recommend restarting your device and limiting open apps during calls. Would you like me to clear the Teams cache as well? User: Yes, please. Agent: Cache cleared. Restart Teams and monitor performance. User: Will do. Thanks for the help.

15. Cloud – GCP App Down

User: Our marketing app hosted on GCP is down. Agent: Let’s take a look. I’ll check the application health status for the GCP project. …queries GCP status and logs… Agent: There’s a regional outage in the GCP zone your app uses. Google is already investigating. User: So we just have to wait? Agent: Yes. I’ve subscribed you to updates and will notify you when it’s resolved. User: Alright, let me know as soon as it’s back. Agent: Will do.

16. Universal – Change Display Name

User: I want to change my display name across company systems. Agent: Sure, I can help with that. What would you like your new display name to be? User: Please update it to “Alex van der Meer”. Agent: Understood. Submitting request to HR and identity systems. This may take a few hours to propagate. User: Okay, just let me know when it’s done. Agent: Request submitted. You’ll receive confirmation when the update is complete.

17. Security – Compliance Concern

User: I think we might be overusing our Adobe licenses. Agent: Let me check your license usage through the Software Asset Management system. …retrieves SAM Pro dashboard data… Agent: You’re right—usage is currently 15% over the licensed volume. User: That’s not good. Can we do anything about it? Agent: I’ll flag this to the compliance team. They can reclaim unused licenses or negotiate additional ones. User: Please do. Agent: I’ve logged it as a compliance concern. You’ll be looped in on the follow-up.

18. Devices – Webcam Not Detected

User: My webcam isn’t working on Zoom. Agent: Let’s troubleshoot. I’ll check your device drivers. …detects missing webcam driver… Agent: Your webcam driver seems to be missing. Would you like me to reinstall it? User: Yes, please. Agent: Reinstalling now… Done. Please test your camera. User: It works again. Thank you! Agent: Great to hear. I’ll monitor the device in case the issue reoccurs.

19. IAM – MFA Locked Out

User: I can’t get past MFA—it keeps rejecting my code. Agent: Let me verify your identity and check the token configuration. …verifies identity and checks recent authentication logs… Agent: It looks like your token was locked due to too many failed attempts. I’ll reset it now. User: Thanks. What should I expect? Agent: You’ll receive a new MFA registration link by email. Use it to set up your device again. User: Got it. Agent: All set. Let me know if you need help during setup.

20. Cloud – OCI Bucket Error

User: I’m getting an access denied error on our OCI storage bucket. Agent: Let’s look into your IAM permissions. …checks OCI role bindings and policies… Agent: Your account is missing the required read permission for that bucket. User: Can you grant it? Agent: I don’t have access to change OCI roles, but I’ll request the bucket owner to add you. User: Please do. Agent: Request submitted. You’ll be notified when access is granted.

21. General – What is My IP?

User: Can you tell me my IP address? Agent: Sure. You’re currently connected through the VPN. Your internal IP address is 10.1.45.122. User: And my external one? Agent: Your external IP is 84.234.91.7. Do you need it for support or access purposes? User: Just for reference. Thanks. Agent: You’re welcome. Let me know if you need anything else.

22. Collaboration – Outlook Search Broken

User: Outlook search isn’t returning any results. Agent: Let’s investigate. I’ll check your local indexing settings and known issues in M365. …analyzes recent update logs… Agent: There’s a known Microsoft issue with recent Outlook builds. The workaround is to re-index your mailbox. User: Can you do that remotely? Agent: Yes. Starting re-indexing now. It might take 30–60 minutes. User: Thanks. Will this affect my email access? Agent: No, email access remains active. You’ll receive a notification once indexing completes.

23. Business App – Timesheet System Down

User: I’m unable to access the timesheet system. Agent: Let me check the system status and your access rights. …verifies scheduled maintenance calendar… Agent: The system is currently under scheduled maintenance until 18:00. User: I didn’t see any notification. Agent: A reminder went out via email on Monday. Would you like me to resend it? User: Yes, please. Agent: Done. Let me know if it doesn’t reach your inbox shortly.

24. Devices – High CPU Usage

User: My laptop fan is running loud and it’s slow. Agent: Running a performance check remotely… …collects CPU usage stats via ACC… Agent: Chrome is using 85% of your CPU. You have 37 tabs open. User: Oops. That explains it. Agent: Consider closing unused tabs. Would you like me to free up memory now? User: Yes, please. Agent: Memory optimized. Things should run smoother now.

25. Universal – Request New Laptop

User: Can I request a new laptop? Agent: Sure. Are you looking to replace an old one or requesting for a new hire? User: Replacing mine—it’s getting slow. Agent: I’ll check your current device’s age and eligibility… …verifies lifecycle via CMDB… Agent: Your device is 4.2 years old, and qualifies for replacement. Submitting request for manager approval. User: Great, thanks. Agent: Request submitted. You’ll receive updates as it progresses.