In IT and technical support teams, a large share of tickets relate to simple, recurring, or already documented issues. Yet they consume the same resources as complex cases.

In practice:

• Level 1 tickets overwhelm support teams.
• Users repeat the same information across interactions.
• Resolution times increase, even for basic issues.
• Agents spend too much time qualifying requests before taking action.

Traditional helpdesk tools rely on rigid forms, approximate categories, and underused knowledge bases. The result is low first-contact resolution, frustrated users, and constant pressure on IT teams.

As technical environments grow more complex, maintaining responsive and scalable support without intelligent automation becomes impossible.

Accurately understands the reported issue

The agent analyzes the incident description, identifies the real symptom, the affected technical scope, and the level of criticality, even when users use imprecise terminology.

Recontextualizes with the technical environment

It enriches the request with available data: user profile, workstation, application, incident history, SLAs, and internal rules.

Diagnoses and resolves Level 1 incidents

For common issues, the agent guides the user step by step, applies known procedures, or automatically triggers the required actions.

Intelligently escalates complex cases

When human intervention is required, the agent escalates the ticket to the right support level with a clear diagnosis, collected evidence, and technical hypotheses.

Ensures traceability and performance monitoring

Every interaction, action, and resolution is logged in the helpdesk or IT CRM, enabling precise tracking of performance and recurring root causes.