An AI service-desk agent for a managed services provider

An agent resolving routine tickets over the provider's own knowledge base — around-the-clock first response, with clean hand-offs to engineers.

Agentic AIService DeskCopilot

45%Tickets resolved by the agent

90 secMedian first response

24/7Coverage without added headcount

The Challenge

Ticket volume grew faster than the desk. First response blew out overnight and at weekends, level-one engineers burned out on password resets and known issues, and escalations arrived with half the context missing.

First response blowing out off-hours

L1 capacity consumed by routine tickets

Escalations arriving without context

The Solution

We built a service-desk agent grounded in the provider's own runbooks and knowledge base: it resolves routine tickets end to end, and escalates the rest with the diagnosis and history already attached.

Agent grounded in the provider's runbooks

Routine tickets resolved end to end

Escalations handed over with full context attached

THE IMPACT

"Overnight tickets used to wait for the morning shift. Now the morning shift arrives to find them closed."

The desk that never sleeps Managed Services Provider