Enterprise DNA

IT · Live demo

Helpdesk triage line

Answers the service desk line, checks who is calling, sets the priority and pages an engineer straight away for anything urgent.

VoiceEmailYour data Answers from your dataHuman handoffSummariesIntegrations
Live demo

Talk to Ivy at Wrenfield IT

Wrenfield IT is made up. Ivy is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.

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The problem

For a corporate client, a clicked phishing link or a site that can't work becomes a business problem within minutes. When engineers answer every call themselves, urgent calls wait behind routine ones and the fix starts late.

How it works

  1. Answers the service desk phone and support email for every client
  2. Checks the caller against the client's authorised users
  3. Sets the priority using the agreed service levels and logs the ticket
  4. Pages the on-call engineer at once for security incidents and outages
  5. Never asks for or resets passwords, and leaves account changes to an engineer
  6. Writes a clear summary on the ticket so the engineer can start straight away

What it connects to

  • Ticketing system
  • Client user lists
  • On-call paging
  • Email
Sample conversation
  1. CallerHi, I think I've done something silly. I clicked a link in an email about a shared invoice and typed in my password.
  2. AgentThanks for calling straight away, that's exactly the right thing to do. Can I have your first name and company?
  3. CallerNadia, from Pelican Row Logistics.
  4. AgentThanks Nadia, I can see you on Pelican Row's authorised list. I've logged this as priority one and paged Arjun, our on-call engineer. He'll call you within 15 minutes to lock the account and reset your password.
  5. CallerShould I shut down my laptop?
  6. AgentArjun will talk you through that when he calls. Until then, please don't use that email account or forward the email to anyone.

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

  • Answers from your data. Looks up live records in your own database and systems, not just documents.
  • Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.
  • Summaries. Every conversation ends with a written summary, a transcript and the next step.
  • Integrations. Connects to more than 700 business apps and acts in them during or after the conversation.

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