Enterprise DNA

IT · Live demo

IT service desk for staff

Takes IT problems from staff by voice or chat, checks known outages and the asset register first, then logs the ticket and books desk-side help.

InternalVoiceWeb chatYour data Your knowledgeAnswers from your dataIntegrationsBookingHuman handoff
Live demo

Talk to Mira at Tidewren Group

Tidewren Group is made up. Mira is a real agent, set up the way we would set one up for your team. Talk or type and ask what your staff would ask.

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The problem

When a system goes down, the service desk hears the same report from dozens of people while other faults wait in the queue. Staff in the smaller offices wait longest for desk-side help.

How it works

  1. Takes IT requests by voice, chat or Teams at any hour
  2. Checks open incidents first, so staff hear about a known outage straight away
  3. Looks up the person's laptop, warranty and past tickets in the asset register
  4. Logs the ticket with the right priority and books a desk-side slot in their office
  5. Sends security issues and urgent faults to the on-call engineer at once

What it connects to

  • IT ticketing system such as ServiceNow or Jira Service Management
  • Asset register
  • Microsoft Teams
  • Service status page
  • On-call roster
Sample conversation
  1. Daniel (logistics coordinator, Jakarta)Hi Mira, I can't get into the transport management system. It just keeps loading.
  2. AgentYou're not the only one, Daniel. Incident INC-7704 covers transport management logins for Jakarta users since 8.10am, and the fix is expected by 11am Jakarta time. I've added you to it, so you'll hear the moment it's working.
  3. Daniel (logistics coordinator, Jakarta)Thanks. While I have you, my laptop battery dies after an hour.
  4. AgentYour laptop, LT-JKT-0217, is under warranty until March, so a new battery costs your team nothing. I've logged it as IT-48213. Desk-side support in Jakarta is Tuesday or Thursday at 2pm. Which suits you?
  5. Daniel (logistics coordinator, Jakarta)Thursday.
  6. AgentBooked for Thursday at 2pm on level 21. Bring your charger, and I've reserved a loan laptop in case the battery gives out before then.

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

Capabilities used

  • Your knowledge. Answers from your documents, website and videos, and stays current when they change.
  • Answers from your data. Looks up live records in your own database and systems, not just documents.
  • Integrations. Connects to more than 700 business apps and acts in them during or after the conversation.
  • Booking. Books, moves and cancels appointments straight into your calendar or booking system.
  • Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.

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