AI-Guided Troubleshooting Framework: Transforming Azure Support into Scalable, Intelligent Self-Service

Description / Background
Balaji Barmavat is a trailblazing leader in technical support innovation at Microsoft, known for designing AI-powered support solutions that bridge engineering intelligence and customer empathy. As a seasoned technology strategist and support innovation architect, Balaji has redefined how enterprise customers engage with Azure support—making it more intelligent, scalable, and autonomous.
Faced with growing complexity in diagnosing issues across Azure Data Services—such as SQL DB, Synapse, Cosmos DB, and Databricks—Balaji pioneered a shift from reactive support to intelligent self-service diagnostics. He envisioned and delivered a new class of AI-powered guided troubleshooters that simulate the diagnostic workflows of senior support engineers. These tools replicate expert reasoning through adaptive, telemetry-driven decision trees that guide users to resolution without escalating a ticket.
Drawing from years of hands-on experience in cloud architecture, customer experience, and AI systems design, Balaji united engineering, support, and product teams to create a holistic solution that now powers Microsoft's next-gen support playbook.