United States Patent and Trademark Office (USPTO)

Self-Service IT Support using Intelligent Chatbots

Reduction in Support Tickets
70% decrease in Azure Virtual Desktop-related support tickets

User Adoption
Deployed to 200+ USPTO personnel managing the Azure tenant

Context

The USPTO ISAC (Infrastructure Snippets as Code) initiative was launched to streamline IT service automation, improve interoperability, and enhance customer experiences across the agency’s infrastructure. ISAC leverages Power Platform, Azure Logic Apps, and Dataverse to create low-code, API-driven service integrations that optimize IT processes.

As part of the ISAC initiative, USPTO identified Azure Virtual Desktop (AVD) management as an area where automation could significantly reduce manual workload and support overhead. The goal was to develop an intelligent chatbots that could provide self-service IT support, reducing reliance on human-assisted service desks and ensuring real-time, efficient management of AVD resources.

Challenge

USPTO needed a solution to reduce support ticket volume, automate routine tasks, and improve IT service delivery related to AVD management. Key challenges included:

  • Manual Workload: IT teams were overwhelmed with repetitive administrative tasks related to AVD provisioning, health checks, and patching.
  • User Friction: End users lacked an efficient self-service solution for obtaining AVD resource information, requiring frequent IT assistance.
  • Security & Compliance: Ensuring that access controls were enforced while integrating with USPTO’s secure infrastructure.

Developed Chatbots with realtime IT assistance and automated IT operations with 70% reduction of support tickets

Solution

greenthreads developed AVD Conversational Language Understanding (CLU) chatbots, which provide

  • Seamless ISAC Integration: The chatbots connect with the ISAC Integration Layer to manage requests, security policies, and API-driven automation workflows.
  • Real-Time IT Assistance: Users can interact with the chatbots via Microsoft Teams and Web interfaces to check resource allocation, quotas, and health status.
  • Automated IT Operations: The chatbots execute predefined workflows to patch AVD instances, monitor compliance, and escalate unresolved issues.
  • Identity-Based Access Controls: Microsoft Graph API ensures that users access only the data they are authorized to view, aligning with USPTO’s security mandates.

This implementation aligns with ISAC’s business and workflow automation objectives, ensuring that IT teams can efficiently process AVD-related inquiries without manual intervention.

Result

The ISAC-integrated chatbots transformed AVD operations at USPTO:

  • Support Ticket Reduction: 70% fewer IT support requests related to AVD management.
  • Operational Efficiency: Automated workflows eliminated manual patching, health checks, and quota management tasks.
  • Improved User Experience: IT personnel can quickly obtain self-service insights into AVD resources, reducing wait times.
  • Secure & Scalable Integration: The chatbots ensure policy-driven access control and automation, making it extensible to other IT service domains.

Reduction in Support Tickets

70% decrease in Azure Virtual Desktop-related support tickets

User Adoption

Deployed to 200+ USPTO personnel managing the Azure tenant

Benefit

By implementing AI-powered, ISAC-integrated chatbots, USPTO successfully modernized IT service delivery, reduced operational overhead, and improved self-service capabilities.