They talk. But they do not solve any problems.
An email can wait. A call ties up a person immediately, regardless of whether it is a critical outage or a simple standard question. This repeatedly leads to the same challenges in your support:
The AI Help Desk addresses exactly these five points and takes over part of your 1st-level support, from the structured recording of the request to the creation of the complete ticket.
At the start, the assistant says that an AI is answering the phone. It then takes the request, asks what is still missing for your ticket, and repeats everything at the end for confirmation. Only then is the ticket created.
Example from an internal help desk
Hello, this is the IT service assistant. You are speaking with an AI. I will take your request and create a ticket from it.
The projector in room 2.14 no longer turns on.
Since when has the device been failing, and what model is it?
Since yesterday afternoon. It is an Epson EB-2250U.
When do you need the room again?
Tomorrow at 10 a.m., a lecture with 80 students.
I repeat: Epson EB-2250U projector in room 2.14 not working, since yesterday afternoon, needed by tomorrow 10 a.m. I will create the ticket with high priority for building services. Is that correct?
Yes, exactly.
Your team finds a ticket it can start working on immediately. No call log, no retyping. For simple requests this step is omitted entirely, because the assistant already gives the answer on the phone.
The assistant takes over 1st-level support on the phone
Not every call is a case for your team. How do I reset my password, when does the registration deadline expire: the assistant clarifies this 1st-level support, i.e. the simple recurring questions, directly in the conversation. It works with a RAG system, i.e. it first searches for the answer in your own documents and then formulates it. If it finds nothing, it says so openly and creates a ticket. No guessing.
It only accesses what you have approved:
Your team then only sees the requests for which it is really needed.
How the assistant sounds
We agree on the manner and tone with you before go-live. How formal is the speech? Which technical terms are common in your organisation? How does the assistant react when someone calls in an angry mood?
With a voice from your organisation, if you wish.
We replicate the voice of a person from your team so that callers hear a voice they know. This is particularly worthwhile where the same people call again and again, for example in an internal help desk. It is not necessary, the assistant also sounds natural with a standard voice.
Your conversations stay in the infrastructure you choose: by default a data centre in Germany, or entirely on-premise on your own servers if you wish. Neither the speech recognition nor the response logic passes content on to a third-party language model.
Regional server (standard)
On-premise at your site
Where does the processing take place?
In a data centre in Germany
In your own infrastructure, i.e. on servers in your house
Disclosure to third parties
None
None
Dedicated server environment per customer
Yes
Yes
Does conversation content leave your premises?
It does not leave Germany
It does not leave your infrastructure
Suitable for
Organisations that do not want to operate their own servers for this
All those whose conversations involve particularly sensitive data, such as public authorities, critical infrastructure, law firms, medical practices and universities
Both variants run in a dedicated server environment that only you use. Your conversation data is not stored together with that of other customers on a shared system.
You can start with the standard variant and later switch to in-house operation without having to rebuild the assistant.
You keep your existing ticket system. The AI Help Desk is connected directly and creates tickets where your team already works.
The assistant adopts your ticket structure, mandatory fields, categories and priority levels and applies them consistently to every call.
Your rules for category and priority
Before go-live, we jointly define when a request is urgent and where it belongs. Your rules become the decision logic of the assistant.
In your set of rules, this can look like this:
Request
Priority
Category
Central system for several departments not reachable
Highest
IT operations
Equipment in a room defective, use scheduled in the next few hours
High
Building services
New software to be installed, no time pressure
Low
IT operations
Category and priority also determine the responsible processing group. Changes to the rules apply immediately to the following calls.
We build the assistant according to your requirements, connect it to your ticket system and hand it over ready to use. Your team does not have to learn a new tool, because the tickets appear in the familiar system.
Project: set-up
We look at your most frequent reasons for calling and your ticket structure: which fields are mandatory and which rules apply to category and priority. We also clarify which operating variant suits your data.
We transfer your categorisation rules into the assistant’s logic and prepare the documents from which it is to answer simple requests directly.
We connect the assistant to your ticket system and set up the telephony.
We call the assistant with real reasons for calling, check the resulting tickets field by field and fine-tune before a single real call goes through.
Fully managed service (ongoing)
We look at which calls actually come in, where the categorisation did not fit and what knowledge is missing, and adjust the rules accordingly.
Every call produces data on the side about what is currently not working or cannot be found in your organisation. You receive it fully analysed.
Planned are:
This shows you where documentation is missing and where a recurring problem lies behind many individual calls.
It is also the basis for the performance review as part of the fully managed service.
Structured. Transparent. Actionable.
| Calls entered manually into the ticket system | Classic voice menu | AI Help Desk | |
|---|---|---|---|
| Outside service hours | Answering machine, retyped in the morning | Announcement, often without result | Call is answered, ticket is in the system in the morning |
| Completeness of information | Depends on who takes the call | Only what the menu asks for | The assistant keeps asking until the ticket is complete |
| Categorisation | Manual, inconsistent | Only by menu item | According to your rules, identical for every call |
| Priority | According to the assessment of the person on the phone | Not available | According to your rules, in the levels of your system |
| Simple questions | A person explains | Not possible | Answered in the conversation, without a ticket |
| Effort per call for the team | The entire call plus follow-up | Follow-up remains | Only processing the ticket |
| Data processing | In-house | Depending on provider | In Germany or in-house at your site, without third-party providers |
Outside service hours
Completeness of information
Categorisation
Priority
Simple questions
Effort per call for the team
Data processing
The connection runs via the interface of your system, so a switch is not necessary. Tell us your system and we will check the connection in advance.
No. It answers the request or creates a ticket.
Yes. The assistant says so at the beginning of the conversation, even when it speaks with a voice from your organisation.
Yes, on request we replicate the voice of a person from your team. For this we need the consent of this person.
Yes. On request, we operate the AI Help Desk entirely in your own infrastructure. By default it runs on a regional server in Germany, without any third-party provider seeing the content.
That depends on how clear your ticket structure and your categorisation rules already are. We define the timetable together in the workshop.
Your team can correct the ticket in the system, just like any other. We look at such cases in the performance review and adjust the rules.
Yes. On request, you get access to the table with the categorisation rules and to the knowledge base. Fully managed means for us: you do not have to take care of it. But you may, if you want to.
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