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Staff IT help line for a surveying firm

Answers staff IT calls and chats across three offices, checks known outages first, walks people through simple fixes and logs the rest with the IT support company.

VoiceWeb chatEmailInternal Human handoffYour knowledgeSummariesIntegrations
Live demo

Talk to Mere at Tussock Survey and Planning

Tussock Survey and Planning is made up. Mere 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

A 64-person firm has one IT coordinator and an outside support company. Every surveyor with a sync problem rings the coordinator's mobile, the same outage gets reported twelve times, and the support company gets tickets with no detail.

How it works

  1. Answers IT calls, chats and emails from staff at any hour
  2. Checks the outage list first so known problems get a straight answer
  3. Walks staff through the simple fixes in the firm's IT guides
  4. Logs everything else with the right priority and the details the engineer needs
  5. Pages the on-call engineer for an office that can't work or a security issue

What it connects to

  • IT support company ticket system
  • Microsoft 365 and Teams
  • Phone system
  • Outage list in SharePoint
Sample conversation
  1. Ben (surveyor)Hi, 12d won't open, it says no licence available. I'm in Christchurch.
  2. AgentHi Ben. The 12d Model licence server was restarted for an update at 8.05am and should be back by 9am. Save your work, then reopen 12d after 9am. Is anything else not working?
  3. Ben (surveyor)Yes, my Trimble controller won't sync the job from yesterday.
  4. AgentConnect the controller to the office Wi-Fi, open Trimble Access and choose sync. Your field data stays on the controller until it syncs, so don't reset it. Did that work?
  5. Ben (surveyor)Tried twice, still failing.
  6. AgentI've logged it as IT-2861, priority 3, with the controller and job details. Daniel Fox at Southlink IT will call you today, and I've let Aroha Tane know.

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

Capabilities used

  • Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.
  • Your knowledge. Answers from your documents, website and videos, and stays current when they change.
  • 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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