The company +Alliance implemented an AI-based assistant for its internal Okdesk help desk, which serves 20 operators. The assistant functions as a background agent that provides suggestions in hidden comments within tickets, triggered by the assignment of a responsible specialist.
The system utilizes an MCP server deployed in a container, which communicates via Streamable HTTP. Due to the lack of a human user to handle OAuth 2.0 consent cards, the team opted for a 'None' authentication setting, securing the server with a 24-byte hex prefix in the URL path.
Data for the agent is sourced from Microsoft Search, including SharePoint files, Azure DevOps projects, and Bitrix24 deals. The index is updated hourly by a custom synchronizer, while real-time data is fetched directly by the agent via the MCP server.
The agent operates under strict instructions to prevent hallucinations, requiring a search of corporate sources before providing any response. It is limited to fewer than 20 requests per minute to comply with Okdesk API constraints, with timeouts used to manage potential bottlenecks.
Internal metrics show that the average initial diagnostic time decreased from 60 minutes to 31 minutes. The accuracy of the agent's conclusions, defined as fixes that resolved the issue on the first attempt, rose from 55 percent to 73 percent.
