AI Technician active 24/7
Services · AI ServiceDesk
An AI help desk technician on every computer
It opens the ticket on the user's behalf, fixes recurring problems with approved procedures and hands the case to our technicians when a person is needed. At any hour, on the computer and on the phone, in every user's language.
Demonstration of the AI Technician interface.
One more technician on every desk
We have been running help desks and application support for thirty years, for companies with several sites and users who speak different languages. Today the first level of this service is handled by AI help desk technicians, one on every computer.
It is not a chatbot in front of the support number. The AI Technician opens the ticket on the user's behalf, tries to fix it and, when a person is needed, hands the case to our human technicians. In a traditional service desk one technician looks after hundreds of users; here it is one to one, and the technician is there the moment it is needed.
How people ask for help
The channels stay the same as always. What changes is who answers first, and how long you wait.
From their own computer
The AI Technician on the machine already knows the system, applications, printers and recent errors: there is nothing to explain.
By phone
The AI phone assistant answers at any hour, in the caller's language, recognises who is calling and opens the ticket. If it detects urgency or business impact, it hands over to a person.
By email or portal
No habits to change: requests enter the same flow and the same ticket.
How a case is handled
From request to solution in a few steps, each one logged in the ticket.
The user asks
From the computer, by phone or by email, at any hour.
The AI Technician recognises
It looks at the machine and recognises the problem in the catalogue.
Applies the procedure
Only procedures approved by a technician, one for each known problem.
Checks and closes
It checks the problem is solved and logs everything in the ticket.
From the simplest ticket to the most complex
The AI Technician does not stop at the easy questions. It works on the machine with the same procedures an experienced technician would use, and climbs all the way up to the most demanding interventions.
Everyday requests
Expired password or locked account, printer stopped, program not responding: solved in seconds, without joining a queue.
Network, mail and files
VPN that won't connect, unreachable shared folders, network address, full mailbox, OneDrive not syncing.
Software and printers
Installs software and printers from the company catalogue, including scheduled roll-outs to many PCs; resolves conflicts between programs and business applications that won't start.
Machine health
Full or failing disk, memory exhausted, slow start-up, unexpected shutdowns: on-the-spot diagnosis and repair with administrator privileges, stored encrypted.
All the way to reinstalling the operating system
When needed, the AI Technician brings the machine back to a clean system, with the approved procedure and the user's consent.
Not just faults: requests too
Software on request, installations on hundreds of PCs overnight, printers, an always up-to-date hardware and software inventory: these are AI Technician tasks, not manual work for your technicians.
- Software and printers on request, with manager approval when needed.
- Scheduled mass installations: choose the software, the computers and the time.
- Hardware and software inventory and a standard software set for each type of PC.
Demonstration of a scheduled mass installation, started at 22:00.
On the phone, at any hour
The AI phone assistant answers 24/7, in the caller's language: it is multilingual, and a new language can be switched on quickly. It recognises the caller, understands the problem and opens the request: the AI Technician on the caller's computer picks it up straight away.
If it detects urgency or business impact, it hands over to a human technician. Audio is not recorded: only the transcript is kept in the ticket.
It doesn't just answer: it works the ticket
It gathers the machine's context, opens the ticket in the right queue, recognises the problem and applies the fix, then writes down what it did. Even when it can't solve it, the ticket reaches the technicians richer than it would from a phone call.
On the PC it runs only procedures approved by a technician. The artificial intelligence recognises the problem; it does not write commands on the fly. You decide which actions it can take on its own, which need the user's confirmation and which stay with the technicians.
When a person is needed
The AI Technician and our technicians work on the same ticket: whoever receives it finds the machine's context, what has been tried and what has been ruled out. The user does not start over.
The AI Technician works 24/7, with no limits. When a person is needed it brings in our human technicians on its own, included in the service within a monthly allowance. Beyond the human technician allowance, you decide, case by case: no cost you haven't chosen.
Thirty years of solved cases
The AI Technician starts from a very broad knowledge base, built on thirty years of IT support experience and constantly updated: real problems and solutions, anonymised. From day one it recognises the requests that come up everywhere in this job, and with your tickets it becomes ever more specific to what happens only at your company.
Your data stays in Italy
- The model that interprets requests runs on Private AI infrastructure in Italy: tickets and PC data are not sent to external AI services and are not used to train models.
- Each company's data is kept separate from the others.
- The phone uses Microsoft Azure voice services with servers in Italy; call audio is not recorded.
Why it is not "AI bolted onto the help desk"
Most of the time, AI in IT support is a chat on the portal that suggests articles and, when it doesn't know, asks you to open a ticket. Here the AI Technician is inside the service.
| What is usually called AI in IT support | AI ServiceDesk |
|---|---|
| A chat on the portal, where the user has to go | An AI Technician on the workstation, already aware of the machine, applications and recent errors |
| Answers with hand-written articles or a generic knowledge base | Recognises the problem and runs verified, approved procedures |
| When it doesn't know, tells you to open a ticket | It has already opened the ticket, with the context inside. If it can't fix it, it changes queue |
| Escalation makes the user start over on another channel | Escalation is a queue change on the same ticket |
| The phone stays entirely with the operator | On the phone the AI answers at any hour, opens the ticket and hands over to a person when needed |
| Data goes through a public service | The model runs on private infrastructure in Italy |
It is possible because the service, the ticketing system (RequestOnline) and the AI platform come from the same team. With another ticketing system the integration can still be done, and we assess it together.
With AI, without it, or both
The service desk works perfectly in classic scenarios too: operators on the phone, tickets from email and portal, queues, groups, SLAs, escalation and on-site interventions. You switch the AI on when and where you want: by site, by user group or by request type.
The service desk you know
People on the phone and technicians on the tickets, with a complete ticketing system. No AI until you want it.
Where most start
The AI covers first level and the uncovered hours; technicians and operators stay where they are needed. The boundary moves as results come in.
Automatic first level
AI Technician and phone assistant work 24/7; human technicians step in only when a person is needed.
Why we cost less
People do only what needs hands and presence. Every other task where AI gives an advantage is carried out or prepared by AI: that is what makes us extremely competitive, without cutting quality.
Physical work
- Delivering and setting up PCs on desks
- Connections, cabling, peripherals
- On-site interventions and replacements
- Cases where a person is needed
Everything else
- Diagnosing and fixing problems
- Opening and updating tickets
- Answering the phone, in every language
- Installation scripts for software and printers
- Mass and scheduled installations
- Preparing the master image
- Hardware and software inventory
- Checking the standard software set
- Account unlock and password change
- Documentation and history of every intervention
An example with 100 users, PC replacements included: a dedicated technician costs about €60,000 a year; AI ServiceDesk €28,154, and €30,429 even paying everything at list price, with 24/7 coverage. See the numbers.
Clear pricing
Many suppliers tell you the price later. We publish it.
- Public prices, with a calculator: you know what you will spend before you ask us anything
- No setup fee and monthly cancellation, with no penalty
- Actual time: beyond the allowance you pay for the time really spent, with no rounding and no minimum
- No cost without your consent: beyond the allowance your contact person decides
- Unused minutes are not lost: they pay for preparing and installing PCs
- The dedicated project too comes with an item-by-item calculation
How to get started
- Work out the price for your users: no setup fee, monthly subscription, cancel whenever you like.
- Request activation: we get back to you within one business day to agree the contact person, the workstation keys and the phone number.
- Install the AI Technician on Windows and Mac PCs: from then on the service is live.
See pricingActivate the service
Want the service built around your organisation, with custom procedures or dedicated infrastructure? Ask for a dedicated project.