AI helpdesk: 24/7 L1 IT support without an on-call engineer
Weekend and night support is expensive and hard to staff. The AI diagnoses, opens the ticket, and escalates, 24/7.
Password resets, VPN setup, and known issues can be resolved from a knowledge base. The AI takes those, so your senior engineers stay on the real problems.
2–4 weeks to the first live call, 4–6 with integrations · Hungarian + 20 languages · EU database
Sound familiar?
Your engineers lose their day to L1 calls
“A critical system goes down overnight”
At 2 a.m. on a Saturday there is no support to reach. The problem gets worse until morning — and the SLA is breached.
“Tier-1 tickets eat senior time”
A senior engineer answering password reset requests. It does not scale, and it is demoralizing.
“SLA breaches from slow first response”
The ticket is not late because it is hard — it is late because nobody picked it up in time.
None of this is inevitable. All of it is fixable.
What it does
L1 support automation: what the AI voice agent handles on your IT helpdesk
24/7 first-line diagnostics
First-pass triage of network, application, and access problems — day and night.
Ticket creation and triage
Every incoming case is logged and prioritized in your ITSM system straight away.
Knowledge-base self-service
Password resets, VPN setup, known issues — answered from the knowledge base immediately.
Escalation to the right team
Tier-2 and Tier-3 cases go to the right team, with the SLA clock intact.
Callback booking
If the caller needs a human engineer, it books a callback slot right away.
Illustration — the live system is built from your own material
It answers from the source — and does not guess at what the source does not cover.
Measured results
What we measured, and what we don’t promise
- measured live conversations
- 1,000+
- on-topic rate
- 91%
- tone consistency
- 100%
1,000+ measured conversations across three completed retail campaigns; 91% on-topic rate and 100% tone consistency in the final campaign’s audit (Mammut and Aréna Pláza, Hello Agency). Before go-live, we measure it on your own process in a test round, and you see the results in a monthly report.
We don’t promise flawless performance from any language system, or 100% automation. We do promise to measure and fix: every month you see in numbers what the AI voice agent handles and what it hands to a person.
Operations
What every monthly fee includes
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Operations and infrastructure
The system runs under our supervision. We track updates and changes to the voice and language models.
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Monitoring and incident handling
We watch calls and errors. For a critical failure, we start fixing it within 24 hours.
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Monthly report
How many calls came in, what callers asked, what got resolved, and what went to a person.
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Content updates
New prices, a new service, changed opening hours: we add them to the system.
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Support hours
A monthly allowance for changes and questions, by plan, on business days from 9 a.m. to 5 p.m.
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Joint review in month three
We tune the plan and the conversations to your real numbers.
Integrations
Tickets go into ServiceNow, Jira or Freshdesk
Nothing new to learn. The AI·Squad agent fits into the tools you already have.
Ticketing (ITSM)
ServiceNow, Jira Service Management, Zendesk, and other ITSM systems.
CMDB / knowledge base
Confluence, SharePoint, your internal wiki — it answers from your own documentation.
Messaging tools
Automatic notifications into Microsoft Teams and Slack.
Email & SMS platform
Ticket confirmations and status updates sent automatically.
Monitoring systems
Callback logic for Nagios, Datadog, and Prometheus alerts.
Custom connection
If your system is not on the list, we build a custom integration. Webhook, REST API, direct database connection — we will sort it out.
Security & compliance
You do not have to choose between efficiency and data protection
GDPR-compliant
Data is handled under the GDPR.
EU AI Act, Article 50
The agent tells the caller they are speaking with an AI system.
Data storage and processing
We store the customer database in the EU. Voice processing and conversation storage run at sub-processors outside the EU, with the required safeguards (DPF or SCC).
Auditable SLA reporting
Every ticket, response time, and escalation is recorded in the client portal.
Common questions
Questions about the AI helpdesk
What can it resolve without a person?
Whatever the knowledge base has an answer for: password resets, VPN setup, known issues. For everything else it opens a ticket at the right priority.
How does it fit our SLAs?
Every call is answered and turned into a ticket immediately — the response clock does not start when the on-call engineer wakes up. Your own SLA matrix drives the escalation rules.
Does it work with ServiceNow and Jira?
Yes — ServiceNow, Jira Service Management, Zendesk, and other ITSM systems. The ticket lands where your team already works.
Can it replace the night shift?
The first line, yes: answering, diagnosing, opening tickets, escalating. On a critical alert it wakes a person — but only then.
How much does an AI phone agent cost?
It’s a one-time setup fee plus a monthly fee. The monthly fee covers your included minutes, operations, monitoring, the monthly report and support hours. You’ll find the plans on our pricing page, and the exact amounts in the price list (in Hungarian).
Plans and pricing →Ready?
Book a free 30-minute call
Two to four weeks to the first live call — and we do not leave you alone after that either.
Discovery
process, data
Integration
your existing systems
Go-live
step by step, tested together
After that the running stays with us: we measure, review, and improve every month.