This project was developed as part of my internship at of my bachelors degree at the Thomas More University. The objective of this project was to create an agent which could assist employees of Belgian Defence with their technical issues. The bot is designed to improve efficiency and enable faster support for employees. The outcome of this project resulted in a digital solution which has potential of being integrated throughout the whole organisation.

The functionalities of this project include:

• •Q&A Support: Employees can ask questions or describe their issues and receive answers based on an extensive knowledge base. This knowledge base can be expanded over time with new knowledge. The knowledge is also restricted according to the permissions of the employee, allowing data protection of certain knowledge.
• •User Feedback: Feedback from users is collected to allow for ongoing analysis and improvement of the chatbot and the knowledge base.
• •Ticket Creation: When the chatbot cannot resolve an issue, it proposes generating a sample support ticket based on the conversation, saving time for both employees and the support team.

Approach to the Project

I worked on this project independently, as part of my internship. At the start of this I began researching proposed solutions that were given to me by the organisation. Through thorough evaluation and testing, I determined that these initial solutions did not fully align with the organization’s defined requirements. As a result, I pursued an alternative approach that successfully met the security standards in place.

In accordance with the requirements set by Belgian Defence, the project was primarily developed using three platforms: Microsoft Azure, Microsoft Copilot Studio, and ServiceNow. The selection of these technologies was predetermined due to strict security considerations.

Conclusion

I am very proud of the work I accomplished throughout my internship. What started off originally as a proof of concept has now evolved into something with real potential to be implemented internally within the organization. Embracing this kind of technology positions the organization for a stronger, more strategic advantage. All the demands of this project were met in a timely manner, and I even managed to add additional features. This internship has helped me gain new insights and learn new skills within IT. Overall, a nice experience which has left me with a strong feeling of satisfaction.