AI-Assisted Service Desk
KNOW AND VERIFY
Context, knowledge and identity
- Native support across messaging (chat, WhatsApp, IM), email, voice and portal
- A single case thread per user
- Per-client knowledge base
- Automated context on role, entitlements and device health
- User identity verification before touching credentials
- User and client history
Prevention
- Digital user experience telemetry
- Degradation corrected before the user makes contact
RESOLVE AND PREVENT
Al-assisted resolution
Al Desk
Single point of contact
- Level 1 and 2 triage and diagnosis
- Escalation to the required level
- Major incident detection
- Consolidation of requests with a common cause
- Proactive communication to affected users
- End-to-end resolution with verification
- Execution on target systems
- Matrix-driven escalation
- Handover to a human with full
Measured experience
- SLA and XLA: effort, satisfaction and first-contact resolution
- Verified actual deviation, not apparent deviation
GOVERNANCE, SCALE AND MEASUREMENT
Convergence
- Context shared with the NOC (NFOS Watch)
- SOC/MDR backup for suspicious requests
- Single case thread to the client
Multi-tenancy
- Per-client isolation of knowledge, context and models
Governance
- Auditable record
- Reporting per contract
- Continuos improvement