AISupportAssistantforEmployees:DeskMate
AsecureinternalsupportassistantforaUStechnologyenterprisewiththousandsofemployees.DeskMateanswersIT,HR,andprocessquestionsrightinsideGoogleWorkspace,createsticketsonitsown,andmadeticketresolution70%fasterwhilecuttingthesupportworkloadby25%.
Who is the client and what was going wrong?
The client is a US technology enterprise with thousands of employees spread over many departments and locations. As the company grew, its internal support teams had a harder and harder time keeping up with everyday requests. IT problems, HR questions, how a process works, small admin tasks. It all landed on the same few people.
Employees were losing a lot of time too. They searched through Confluence and shared drives for an answer, and when that failed they messaged a colleague and waited. Over time this led to slow replies, uneven service, and a less productive company overall.
The company decided to upgrade its internal support with an AI chatbot and chose Xpiderz to lead the work, based on our experience with enterprise automation and AI workflows. We named the assistant DeskMate.
What did we need to build, and what made it hard?
The job was to build an AI chatbot that connects two things the company already uses every day. Google Workspace is where people talk and work. Confluence is where the company knowledge lives. The chatbot had to sit between them, so an employee can ask a question in one place and get an instant, correct answer from the other. It also had to take care of support requests without a person doing the paperwork.
The hard part was doing this safely. The client's internal systems had to talk to cloud AI services without opening any gaps. Company data had to stay private. And the assistant had to work reliably for teams spread around the world, not just in one office.
How does DeskMate work?
We built a secure AI assistant that plugs into the client's existing enterprise systems and can grow with the company. It runs on Claude 3.5 Sonnet, deployed through AWS Bedrock, so the model understands what an employee is really asking and gives a precise answer right away.
DeskMate lives inside Google Workspace. Nobody has to open a new app or learn a new tool. People ask for help in the same place they already work, and the answer shows up in the chat.
Under the hood, DeskMate has four working parts:
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Smart Ticket Automation
DeskMate connects to Trello and the Confluence Cloud REST API to handle tickets. It collects the details it needs by chatting with the employee, then creates and sorts the ticket in the background. The whole request is handled in the chat, which means less manual input and fewer mistakes. Support admins can watch the bot work in real time and step in whenever they want.
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Knowledge Retrieval With RAG
Using Pgvector and a retrieval-augmented generation setup, the assistant reads the company knowledge stored in Confluence and gives direct answers that fit the question. Webhooks update the database on their own every time a page changes, so employees always get the latest information and nobody has to maintain it by hand.
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Orchestration and Data Management
LangGraph ties together the AI components, the APIs, and the databases. Every message is classified, sent to the right place, and carried out properly. Ticket and query data is stored securely in AWS RDS PostgreSQL and on an internal Trello board, so there is a clear record for tracking and compliance.
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Content Guardrails
A guardrail system limits the assistant's answers to verified company sources like Confluence. The full environment runs in an isolated AWS container with Docker. That protects the data, restricts access, and keeps the setup in line with company and regional security rules.
What can employees do with it?
- Automated helpdesk support. Routine requests are handled by the bot, so staff have time for the complex ones.
- Help at any hour. Instant answers inside Google Workspace, day or night.
- Hands-free tickets. Tickets are collected, sorted, and tracked automatically.
- Answers with sources. Replies link straight to the Confluence page they came from.
- Knowledge that stays fresh. Confluence changes show up in the bot in real time.
- Chat history that helps. It remembers past conversations and uses them to answer better.
- Permission-based access. Sensitive data is only shown to people allowed to see it.
Measured Results
What do the numbers say?
What changed for employees and the support team after DeskMate went live.
What changed for the company?
Internal support now works in a very different way. Employees get instant help through chat, and DeskMate handles most common requests on its own.
- Minutes became seconds. Ticket resolution is 70% faster, so people get back to work sooner.
- The support team got its time back. With 25% less workload, they focus on the harder issues that need a person.
- Lower cost, safe data. The added efficiency helped the company cut costs while handling data securely at a large scale.
What happens next?
The project is still going. We keep adding to what DeskMate can do, and the next planned integrations are Slack, Teams, and Google Drive. That will let employees reach the assistant from more places and make company knowledge easier to find and manage.
Is your support team answering the same questions all day?
Tell us where your team loses time. We reply within 48 hours, and everything you share stays confidential.
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