[Automation 360] Co-Pilot for Help Desk — anyone tried a similar use case?

Hi ​@Andrea.C1,

Your Help Desk use case using Automation Co-Pilot (AA360) is highly feasible and aligns well with A360’s capabilities. Co-Pilot can handle natural-language prompts, retrieve grounded answers from uploaded manuals using RAG (Retrieval-Augmented Generation), and trigger bots for actions like password resets or ticket creation. It integrates smoothly with document repositories like SharePoint, Confluence, and Google Drive and supports embedding in platforms like ServiceNow or Teams for a seamless user experience.

Performance-wise, Co-Pilot delivers fast, context-aware answers via Amazon Q Business, and bot-triggered actions typically complete within seconds. Document Automation (formerly IQ Bot) can extract structured data from PDFs or scanned manuals, feeding into the knowledge layer or bots. AA360 also supports interactive forms for capturing user inputs before launching bots and offers strong governance features for secure, auditable automation.

For integration, A360 provides native connectors for SharePoint and ServiceNow, enabling bidirectional orchestration. You can use ServiceNow’s native password reset flows or trigger A360 bots directly. A solid PoC would include a few FAQs, action intents, and document types, with success metrics like resolution time and deflection rate.