SVENNISAIHow Asset Services Group moved IT support into Microsoft Teams with Claude
Asset Services Group, the business process outsourcing group behind communications provider Message Direct, replaced email-based IT support with an assistant built on Claude, in Microsoft Teams. Staff describe what they need in plain language; the assistant does the classifying, routing and follow-up.
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Measured in production, approved by the client
“Leveraging AI with IT Service Management and specifically, triage is an obvious solution for driving operational efficiency.”
The challenge
Before the new service desk, IT requests arrived through email and shared mailboxes. That created three recurring problems:
- 01Requests were easy to loseWhen a request sat in one person's inbox and that person was away, the rest of the team lost sight of it.
- 02There was no consistent structureThe same kind of request was described in many different ways, so it was hard to categorise, prioritise and report on.
- 03Staff should not have to be IT-process expertsExpecting every employee to pick the right form, category and priority added friction and slowed everything down.
The group wanted a front door to IT that lived where staff already worked, in Microsoft Teams, and that did the classifying for them.
The solution
Svennis designed and built the assistant as the intelligent front door to the group's Zoho Desk service desk, and took it all the way to a live deployment.
An employee simply describes what they need, for example "we are onboarding a new client next week" or "my laptop screen is broken." The assistant interprets the request, decides which service form applies, and returns it as a one-click button in the chat. When the request is genuinely unclear it asks a single question; when it is clear, it acts immediately.
After a request is raised, the assistant pulls up the employee's tickets, shows each one's status, priority and target response time on a confirmation card, and posts follow-up messages straight onto the ticket, all without the employee opening Zoho Desk.
Why Claude
Svennis chose Claude, Anthropic's AI assistant, for three qualities that mattered for a live service desk:
- 01Accurate routing and good judgmentClaude reliably turns messy, real-world wording into the correct request type, and knows when to act versus when to ask. In live use, 99.7% of requests reach the correct form on the first try.
- 02Reliable handling of connected systemsClaude drives the whole Zoho Desk integration in a controlled sequence: find the ticket, confirm the right one, post updates.
- 03Predictable behaviourClaude follows its brief faithfully. It stays a router, replies in English whatever language it is written to in, and never invents a ticket or a status, which is essential for trust in day-to-day use.
How it works
- InterfaceA Microsoft Teams assistant, so there is no new app for staff to install or learn.
- IntelligenceClaude, through Anthropic's platform, deciding how to handle each request.
- CoverageTen request types routed automatically, including client onboarding and offboarding, joiner / mover / leaver, software and hardware, password reset, database amendment, script change, a catch-all "other", incident reporting, and attaching files to an existing ticket.
- Connected to Zoho DeskThe assistant looks up a user's tickets, shows status, priority and target response time, and writes updates straight back to the service desk.
- LanguageIt understands requests in any language and always replies in English.
The impact
- 01First-time-right routing99.7% of requests reach the correct form without anyone re-categorising them.
- 02Faster to log a requestA 40% efficiency gain in raising and routing a request, versus the previous email process.
- 03AdoptionThe assistant is in use across all departments of the roughly 100-person group as the standard way into IT.
- 04VisibilityStaff can see and confirm their own tickets in chat, so requests no longer go dark when a colleague is away.
The two companies in this story
About Asset Services Group
Asset Services Group is a UK business process outsourcing group. It operates Message Direct, an outsourced business-communications and call-handling service that answers calls and manages customer contact on behalf of its clients.
About Svennis
Svennis Cloud Solutions is a Select Partner in the Claude Partner Network, Anthropic's programme for the firms that put Claude into production for customers. It designs and delivers business systems built on Claude, from design through to production and support.
For Asset Services Group, Svennis delivered the full IT service management build on Zoho Desk and the Microsoft Teams assistant built on Claude that fronts it, from design through to live deployment and support.
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