Enterprise IT

Accelerating Company-Wide MFA Onboarding with an AI Voice Assistant

How Agentwise functioned as a Phone Support Agent to guide thousands of users through complex Azure MFA setups, alleviating a major bottleneck for the IT service desk.

Phone supportRealtime voiceGuided onboardingServiceNow knowledge

When a company-wide mandate required the rollout of Multi-Factor Authentication (MFA), thousands of users needed to be onboarded within just a few weeks. The setup process in Azure proved to be quite complex for many employees. Normally, a service desk support agent would need 20 to 30 minutes to successfully guide a single user through the process.

Given the short timeframe and the sheer volume of users requiring assistance, staffing enough human support agents to handle the influx of calls was practically impossible.

The Challenge

The IT support team faced several critical hurdles:

Tight Deadline: A company-wide MFA rollout needed to process thousands of remaining users in just a couple of weeks.
High Complexity: Azure MFA setup involves multiple steps that are often confusing for non-technical users.
Time-Consuming: Each support call to guide a user through the onboarding took an average of 20 to 30 minutes.
Resource Constraints: It was impossible to hire, train, and deploy enough temporary service desk staff to cover the sudden, massive spike in support volume.

The Solution

To bridge the gap and ensure the mandate was met on time, the company deployed Agentwise as an AI Phone Support Agent. Within about one week from concept to deployment, the voice-enabled AI was brought live and began taking calls.

Conversational Voice Guidance — Users could call the support line and interact naturally with the Agentwise voice assistant. The agent patiently and conversationally guided them step-by-step through the Azure MFA configuration.

Rapid Deployment — The entire system was configured, tested, and pushed to production in approximately a week, meeting the urgent rollout deadline.

The Outcome

Agentwise successfully managed the spike in calls, helping the initial waves of users seamlessly complete their MFA setups without overwhelming the human IT service desk.

Thanks to the overwhelming success of the first few weeks, the customer quickly expanded the scope of Agentwise to handle additional IT service desk tasks:

Automated Password Resets: Agentwise now assists users who have forgotten their passwords by securely providing a Temporary Access Pass (TAP) directly from Azure.
ServiceNow Knowledge Base Integration: The voice agent was integrated with the company's ServiceNow repository, enabling it to accurately answer a wide variety of routine IT support questions based on their own documentation.