AI-powered Voice Assist for IT Support

Project Title

Power Apps Mobile App – Voice-Driven IT Support Intake with AI Triage and Helpdesk Escalation

Project Overview

We are looking for an experienced Microsoft Power Platform developer to design and build a mobile Power App that allows users to log IT support issues by dictating them via their phone.

The app should convert speech to text, attempt to provide an initial AI-generated response or suggested fix (using internal knowledge sources and/or an LLM), and then give the user the option to log the issue with the IT helpdesk if the problem is not resolved.

The aim is to reduce low-value tickets, improve ticket quality, and create a modern, voice-first IT support experience.

Key Requirements
1. Power Apps Mobile Application

Mobile-friendly Power App (iOS and Android)

Simple UI with a microphone button for voice dictation

Convert spoken issue → text transcript (and translation to English if native language is anything other than English).

Allow optional user inputs (urgency, screenshot upload, device type)

2. AI Triage / Initial Response

Analyse the dictated issue text

Provide:

A short AI-generated summary of the issue

Suggested fixes or troubleshooting steps

Ideally leverage:

Internal knowledge base content (e.g. SharePoint / documents)

An LLM (e.g. Azure OpenAI or equivalent)

Responses should be grounded and safe (no hallucinated or destructive actions)

3. User Decision Flow

Clear options for the user:

“This solved my issue”

“Log ticket with IT support”

If logging a ticket:

Auto-generate a structured summary

Include transcript, category, urgency, and any attachments

4. Helpdesk / Email Escalation

Automatically:

Create a helpdesk ticket OR

Draft and send an email to the IT support mailbox (via Power Automate)

Email/ticket should be well-formatted and more detailed than a typical manual submission

5. Power Automate / Backend Logic

Orchestration of:

Speech-to-text processing

AI calls

Knowledge base retrieval

Ticket/email creation

Clean, maintainable flows with clear documentation

Nice-to-Have (Not Mandatory)

Clarifying questions from the AI before escalation

Issue categorisation and priority suggestion

Confidence scoring for AI responses

Direct integration with common ITSM tools (ServiceNow, Jira, Freshservice)

Deliverables

Fully functional Power App

Power Automate flows

AI integration setup

Basic documentation (architecture overview + how to maintain/extend)

Knowledge transfer session (optional)

Required Skills

Power Apps (Canvas Apps)

Power Automate

Microsoft 365 / SharePoint integration

AI / LLM integration (Azure OpenAI preferred)

API integration experience

Strong UX thinking for mobile apps