AI Voice Agents for IT Support & Managed Service Providers

The agent's workflow

1. 1

   Answers help-desk calls 24/7

2. 2

   Captures company, user, asset, and issue description

3. 3

   Looks up existing ticket status

4. 4

   Triages severity: outage, blocker, request

5. 5

   Pages on-call engineer for P1 / P2

6. 6

   Syncs to ConnectWise, Autotask, HaloPSM, Freshservice

7. 7

   QBR and CSAT outreach

Common problems we hear from it support & managed service providers

• •After-hours outages need a real human (or AI) answer
• •Status calls eat help-desk capacity
• •Severity triage is inconsistent across techs
• •CSAT outreach is sporadic
• •On-call rotations get bypassed

Sample call script

What's included