TeamDynamix builds agent-led ITSM automation with Azure OpenAI and Azure AI Search
TeamDynamix, a US-based SaaS provider of ITSM, automation, and AI software, extended its Azure-based platform with AI capabilities to automate routine service requests and scale support without adding complexity or cost. The company embedded AI agents into its no-code ITSM and ESM platform, using Azure OpenAI, Azure AI Search, Azure Machine Learning, Azure Cosmos DB, and Azure Kubernetes Service to ground responses in customer data and manage agent workloads at scale.
- Organization
- TeamDynamix
- Industry
- Tech & Comms
- Location
- United States
- Published
- July 2026
Reported outcomes
+90%
ticket resolution speedTime & speed
Strategic outcomes
Primary read
Use case focus
Showing 3 of 3
- 1IT operations
- 2Workflow automation
- 3Agent orchestration
- Rising IT ticket volumes outpaced rule-based automation.
- TeamDynamix needed to resolve routine service requests faster while keeping AI behavior reliable, secure, and grounded in customer data.
- Built AI agents into its no-code ITSM platform.
- Used Azure OpenAI in Foundry Models to interpret requests and generate responses.
- Used Azure AI Search and Azure Cosmos DB vector search to ground responses in customer data and surface related tickets and knowledge articles.
- Used Azure Machine Learning to classify, prioritize, and route requests.
- Ran the agent workloads on Azure Kubernetes Service to operationalize the workflow at scale.
- Customers can deflect 30% to 60% of help desk tickets through automation and AI.
- Tickets that route to the service team can be resolved up to 90% faster.
- Support workload is reduced by up to 70%.
- The solution can eliminate two to three months of manual tasks per technician each year.
Architecture
TeamDynamix built agent-led workflows on Azure. Azure OpenAI in Foundry Models interprets requests and generates responses, Azure AI Search and Azure Cosmos DB provide retrieval-augmented generation grounded in customer data, Azure Machine Learning classifies and routes tickets, and Azure Kubernetes Service runs the agent workloads in production.
Sources & evidence1
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