The problem
Phone support is where L1 time goes. The user describes the fault badly, the tech hunts through old tickets and client docs while they talk, and half the calls end in "I'll call you back". The fix is usually one your desk has done fifty times, but nobody can find how. Then the notes get written from memory, if at all.
How we build it
- Knows who's calling. Caller matched to client, device and open tickets before the tech says hello.
- Listens with your tech. Live transcript, the fault picked out and the right questions suggested.
- Brings up the fix. Past resolutions, client documentation and your knowledge base, step by step on screen.
- Runs the checks while you talk. Device health, sign-in status, mailbox and licence checks, with results in seconds.
- Writes the ticket as the call ends. Notes, time entry and next steps logged, ready to approve.
- Flags what needs more. Anything beyond a phone fix goes to escalation with the call summary attached.
And if you'd like it:
- Takes the call itself for common faults like password resets, MFA, printers and Outlook, and walks the user through the fix.
- Rings the user back after a restart to confirm the fix worked and close the ticket.
Your team stays in charge
Your techs take the calls. Nothing runs on a user's device without an approved script, and the AI only answers callers if you switch it on, for the faults you choose.
What the future looks like
More faults fixed on the first call. Shorter calls, fewer callbacks, and new techs who handle the phone like they've been on your desk for years.