AustraliaTechnology and telecom2026 – ongoingMacquarie Technology Group (Macquarie Cloud Services)
Tier 0 Agent AI assistant for support engineers
Macquarie Cloud Services said its Tier 0 Agent cut Microsoft support tickets by more than 50 percent
Problem
Support engineers started each case from scratch. Macquarie also pointed to higher Microsoft support charges for partners as a cost risk.
Approach
Macquarie Cloud Services built an AI assistant into its ticketing system. It reads the request in natural language and suggests next steps, documentation and telemetry insights before troubleshooting begins. It learns from product documentation, telemetry and past support cases. The company said it is live across its Australian managed cloud operations and is being extended to its private cloud, with automated actions planned.
Results
Takeaway
The company measured the effect in the number of tickets sent to Microsoft. It did not say how it counted them.
Categories
- Industry
- Technology and telecom
- Business function
- Customer serviceIT and R&D
- Innovation type
- Process innovation
- AI technology
- AI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The company blog describes the Tier 0 Agent in its ticketing system and says it is live and scaling. It reports a fall of more than 50 percent in Microsoft support tickets since deployment. It sets out plans for automated workflows within guardrails.
Full details are in the original sources.
