Give support teams AI that understands the issue before the response.
Connect tickets, conversations, knowledge, customer context and service workflows so your Support AI Peer can help resolve requests, assist agents and keep cases moving.
Support AI Peer
Connected service context
Tickets
History
Knowledge
Tools
Support request
I still cannot access the workspace after my password reset.
Recommended next actions
Support AI is more useful when it understands what happened before the ticket.
Bring ticket history, conversations, customer or employee context, knowledge and service tools together before asking AI to resolve, assist or route the request.
Tickets
Conversation history
Customer context
Knowledge base
IT documentation
Service tools
Support AI Peer
Use connected service context to answer, assist, resolve, route and support the next action in the service workflow.
Why support teams lose time between request and resolution.
Support teams handle repeated questions, complex handoffs and high volumes of service data. Friction grows when the context needed to resolve an issue is spread across systems.
Scattered support context
Tickets, conversations, account history, documentation and knowledge often sit in different support systems.
Repeated requests
Support teams repeatedly handle common questions and routine issues that could be resolved from trusted knowledge and workflows.
Handoff gaps
Customers and employees repeat themselves when the history and troubleshooting context do not follow the case across teams.
Manual service admin
Summarising cases, drafting replies, categorising requests and updating records adds work after every interaction.
Support the journey from first question to final resolution.
Use one connected support peer for self-service, agent assistance, routing, case actions and the improvement work that happens after resolution.
Understand
Bring the request, prior conversations, account or employee context and relevant knowledge into one view.
Resolve
Answer common questions and support routine resolutions using approved knowledge and connected service workflows.
Assist agents
Prepare summaries, retrieve relevant knowledge and draft contextual replies while human agents handle the conversation.
Route & escalate
Use issue context, urgency and workflow rules to support routing and handoff to the right team when needed.
Take action
Connect approved support actions such as ticket updates, tasks, access workflows and operational follow-up.
Improve
Identify recurring issues, knowledge gaps and support patterns that can improve future service workflows.
Give your support team an AI peer built around your service operations.
Connect trusted knowledge, ticketing systems and operational tools, then shape the peer around your support processes, escalation rules and service workflows.
Discuss your support workflowEnable smarter self-service
Answer common customer or employee questions using trusted support knowledge and connected context.
Assist support agents
Summarise case history, retrieve relevant information and draft responses so agents can focus on resolution.
Triage & route requests
Use issue context and workflow rules to support categorisation, prioritisation, routing and escalation.
Automate service actions
Move from answers to ticket updates, tasks and approved workflows across your connected support stack.
Build practical AI workflows across customer and IT support.
Start with one high-volume or repetitive service workflow, then expand into connected support experiences as your team gains confidence.
Customer self-service
Answer common product, service and account questions from approved knowledge and connected customer context.
IT help desk
Support common employee IT requests, troubleshooting guidance and access-related service workflows.
Ticket triage & routing
Support categorisation, prioritisation and routing based on request context, urgency and service rules.
Response drafting
Prepare contextual response drafts using previous interactions, customer data and approved support knowledge.
Case summaries
Turn long ticket and conversation histories into concise summaries for agents, escalations and handoffs.
Escalation support
Prepare the full issue context and relevant troubleshooting history before a case moves to a specialist team.
Ask once. Get context from the entire support history.
A support peer can bring together the current request, previous cases, customer context and service knowledge, then recommend the most useful next step.
Support Peer
AI agent ยท Connected service context
Why does this customer keep reopening the same access issue?
Connected sources checked
The password reset is succeeding, but the account is still assigned to an outdated access group. Previous tickets addressed the symptom without updating the underlying permission.
What should we do next?
Escalate the permission change to the access team with the previous ticket history attached, then update the case with the recommended access-group correction.
Connect AI to the support systems your teams already use.
Bring support knowledge, case data and service tools into connected workflows instead of adding another isolated assistant.
Discuss your support stackHelp desk & ticketing
Use ticket history, status, categorisation and service context as part of the support workflow.
Knowledge & documentation
Connect approved knowledge bases, runbooks, product documentation and troubleshooting guides.
CRM & customer context
Bring customer, account and interaction context into the service experience when it is relevant.
Service actions & workflows
Connect approved tools and workflows for tasks, updates, access processes and operational follow-up.
Start with one support workflow, then expand.
You do not need to automate your whole support operation at once. Start with a high-volume request or agent workflow and build from there.
01
Connect support knowledge
Bring together tickets, knowledge, customer or employee context and the systems relevant to the support workflow.
02
Define the Support Peer
Shape it around your service processes, knowledge, escalation rules, tone and approved support actions.
03
Automate the next action
Move from answers to workflows such as ticket updates, routing, tasks and approved operational actions.
Resolve more support work without losing the context behind the issue.
Build Support AI Peers that connect your knowledge, assist service teams and move customer or IT support workflows from request to resolution.