A high-level walkthrough of an AI-powered IT help desk built on Microsoft 365 and n8n. This video covers the system architecture before the full demo.
Topics covered:
- How the three-channel pipeline is structured across n8n workflows (Outlook, Teams, voice).
- Why the AI only classifies tickets and does not generate answers.
- How the SharePoint KB list works and why intent categories matter.
- When to consider switching from exact matching to semantic search with a vector database.
- How Power Automate replaced Office 365 incoming webhooks for posting adaptive cards to Teams (retired May 2026).
- The two-AI-model design: GPT-4o mini via Azure AI Foundry for email and Teams classification, Claude Sonnet 4.6 via ElevenLabs for the voice channel.
- How the operations dashboard is secured using Azure Static Web Apps, app registration, and Entra ID group assignment.

For the full demo, see the second video in this series.