The Problem with Traditional Service Desks
Traditional service desks struggle with manual ticket routing, inconsistent responses, and slow agent onboarding. Rules-based workflows often fail to detect synonyms, multiple intents, or file attachments—leading to higher average handle time (AHT) and lower customer satisfaction (CSAT).
Value Delivered
- • Up to 20% improvement in first-contact resolution (FCR)—raising performance above the 70–75% industry benchmark.
- • 15–30% reduction in average handle tim (AHT), comparable to the best AI-assist contact center solutions.
- • 30–50% faster onboarding for new agents, reducing training costs and accelerating productivity.
How It Works: Three Integrated Layers
1. Your Tools & Data
Seamless integration with ServiceNow, Zendesk, and Microsoft Dynamics 365—using the ITSM and CRM systems you already own.
2. Enriched with External Data
We enhance your internal data with compliance rules, industry benchmarks, and behavioral signals, making answers context-aware and accurate.
3. Powered by Our Real-Time AI Architecture
A secure, scalable AI copilot that:
- • Routes tickets intelligently
- • Surfaces answers with citations
- • Assists agents live in real time
Agents remain in control—AI suggests, humans decide.
Companion AI Use Cases
AI-driven escalation prevention
Prevent issues from escalating by identifying patterns and suggesting solutions before they become critical.
Automated compliance policy answers
Ensure consistent, compliant responses across all customer interactions with automated policy enforcement.
After-call summaries with quality checks
Automatically generate comprehensive call summaries with quality assessments pushed directly into your CRM/ITSM.
Intelligent ticket routing
Route tickets to the most qualified agents based on expertise, workload, and historical performance.
"The future of customer service is not just about automation—it's about intelligent assistance that empowers agents to deliver exceptional experiences."
