I need an in-house platform that can automatically diagnose and resolve typical end-user issues for CMS IT while leaving room to grow into broader data-center service automation later on. The initial release must focus on three everyday pain points—login problems, software installation requests, and password resets—and do so without human intervention whenever possible. To meet that goal, the workflow engine has to listen to every support channel we offer: email, live chat, and phone calls (think Outlook or Gmail APIs, embedded web chat widgets, and a voice gateway such as Twilio). From the moment a request arrives, the system should identify the user, pull device data, run scripted diagnostics, and either push a fix or guide the user through one. Only unresolved or policy-blocked cases should be escalated to a technician. Because issue diagnostics and resolution are the priority, I am looking for robust decision trees, AI-assisted troubleshooting, and an easily updated knowledge base—all wrapped in a modular micro-service or serverless architecture so we can bolt on network or data-center workflows later. Deliverables I will review: • Solution architecture diagram with tech stack choices • Working MVP that handles the three issue types end-to-end across the three channels • Admin dashboard showing live ticket flows, success metrics, and escalation logs • Documentation and hand-off session for my internal team If you have experience tying automation engines into multi-channel support environments and can show measurable resolution rates, let’s talk.