Support and help desk
Settle the repetitive and escalate what actually matters.
It is not a ticket opener. It answers from your documentation, opens the case when it has to, follows it up when the customer asks again, and escalates to a person when that is the right call. Nobody has to tell their problem twice.
The system has been down for two days and nobody answers me!
- Understands Model
high urgency · repeated complaint
- Decides Rules
escalation rule → hand off to a person
- Executes Tool
ticket created with the conversation attached
- Records Trace
what was tried before escalating
I have opened the ticket with everything you told me and flagged it urgent. Putting you through to a person now.
What changes in your day
You take tier 1 off your team
The same twenty questions as always — the password, the access, the status of an order, how to do such and such — are answered by the agent from your documentation. Your people are left for the cases that genuinely need a person, which are the ones worth what you pay them.
The ticket arrives with context, not with "it is broken"
When it escalates, it escalates with the whole conversation and what was already tried. Whoever picks it up starts with half the work done instead of asking them to explain again.
The angry one does not wait in the queue
The agent recognizes urgency and frustration — including the local ways of expressing them — and passes it to a person before the complaint escalates on its own.
And it answers at three in the morning too
No on-call rota, no night shifts. Monday does not start with forty unread messages waiting for someone.
Industries already configured
Situations it already handles
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How do I change my password?
Answers from your documentation. If the answer is not in there, it says so instead of improvising one.
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What happened with the ticket I opened last week?
Finds the ticket and tells them its status, without anyone logging in to look.
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I have reported this twice already.
Checks that person’s history before opening yet another ticket on top of the others.
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Nothing works and I have a meeting in 10 minutes.
Recognizes the urgency, opens the ticket with the conversation attached and passes it to a person.
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Nobody has answered me for two days.
Detects the frustration — including the local ways of expressing it — and escalates before the complaint escalates on its own.
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Can you make an exception on the invoice?
It does not decide commercial exceptions: that escalates to whoever can authorize them.
What it does
Answers from your documentation
It replies using the documents you linked. If the answer is not there, it says so and hands off instead of improvising one.
Opens the ticket and follows it up
Creates the case with the conversation context and then answers where it stands when the customer asks again, without anyone logging in to look. The ticket is born in Magnus and is replicated to Jira if your organization has it connected; if Jira does not answer, the ticket is not lost.
Detects urgency and anger
It recognizes when someone is in a hurry or losing patience, including the local ways of saying it, and escalates before the complaint escalates on its own.
Escalates to a person, and goes quiet
When the case goes to your team it hands over the whole conversation and stops replying: your people answer from the dashboard and the agent does not speak again until the conversation is handed back to automatic mode. There are never two voices talking to the same customer.
What it does not do
It does not close tickets on its own or promise deadlines that are not in your system. It does not answer what is not in your documentation. And it does not grant commercial exceptions: those escalate.
Shall we try it on your repeat questions?
Bring us the twenty questions that come up most and we show you how many the agent settles on its own, and how it escalates the rest.