Tikit Virtual Agent

Tikit Virtual Agent is an AI-powered assistant designed exclusively for end users to get help, submit requests, and resolve issues—directly inside Microsoft Teams. As part of the Tikit service desk platform, Tikit Virtual Agent delivers conversational, self-service support that improves engagement and accelerates resolution without requiring users to learn a new system.

Built natively in Teams, Tikit Virtual Agent enables employees across any department to report incidents, request services, and access knowledge articles through an intuitive chat experience. AI-powered ticket deflection and a dynamic service catalog help reduce unnecessary tickets while ensuring users get answers faster.

Gather the right information—automatically

Using conversational understanding and adaptive business forms, Tikit Virtual Agent collects the information needed before a ticket reaches an agent. Requests are automatically routed based on predefined workflows to the appropriate team or individual—streamlining service delivery and reducing manual effort.

Real-time updates and transparency

End users can easily:

• Check the status of open requests
• Provide updates or attachments
• Revisit closed tickets

All through a single, familiar, and intuitive Teams interface with automated notifications that keep everyone informed.

Built for the entire organization

While Tikit supports IT and service desk teams, Tikit Virtual Agent is designed for every employee, regardless of role or department. It enables cross-department service delivery by allowing any team to participate as requesters or fulfillment agents—making it a powerful front door for enterprise support.

Customizable to match your brand

Customize your AI assistant’s name, icon, color, description, tone, and personality to align with your organization’s branding and voice. With system prompts and branding controls, Tikit Virtual Agent feels like a natural extension of your digital workplace.

Key benefits

• Conversational AI for submitting requests and reporting incidents
• AI-powered knowledge delivery and ticket deflection
• Smart forms and automated request routing
• Real-time ticket updates and notifications
• Attachments, images, and screenshots added directly in Teams
• Consistent, branded employee support experience

“It is very easy for end users, helps speed up response times, and eliminates the need to look for shortcuts to contact us. It helps us centralize tickets and sort them properly, avoiding unnecessary disruption to agents.” — Giuseppe Sgroi, Corneliani S.p.a.

Requirements

Tikit Virtual Agent requires an active Tikit account.

For more information, contact team@cireson.com