AWS Cloud
AI Service Desk
Intelligent. Conversational. Multi-lingual.
Lighten the load on your IT support team with an AI-powered service desk for voice and chat interactions in real time. The solution responds to natural-language queries based on your knowledge bases, automates ticket handling, and supports your employees around the clock in multiple languages, across systems, and securely on AWS.
You cut your ticket costs by up to 50%, reduce your first-level support workload by up to 40%, and improve response times and user satisfaction all at once.
The challenge
Many IT support teams are faced with similar challenges: high ticket volumes, rising costs, distributed knowledge bases, and support requests from different regions and in different languages. Traditional chatbots often provide responses that lack context and do little to improve the user experience.
Our solution
The AI service desk combines conversational AI with corporate knowledge and intelligent automation. Employees receive quick support via chat or voice, while unresolved or technical issues are automatically logged as tickets and forwarded to the appropriate support team.
Key features:
- Automated processing of first-level requests
- Voice and chat support in natural language
- Multi-lingual real-time answers
- Access to knowledge bases and closed incidents
- Automated Jira ticket creation
- Collecting and checking necessary information
- Intelligent ticket assignment to the correct teams
Your added value
With the AI service desk, you improve service quality while reducing the load on first-level support. The solution delivers consistent support across regions, lowers ticket costs, and creates a scalable foundation for future IT support processes.
- 24/7 support without additional employees
- Faster reaction and solution times
- Reduced costs per ticket
- Lower workload for L1 agents
- Higher user satisfaction
- Secure, cloud-native operation on AWS
Architecture & technology
The solution is based on an agentic, cloud-native architecture on AWS. Users interact using speech, chat, or web. In the background, an AI layer that uses Amazon Bedrock, Claude/Nova, Amazon Connect, and RAG retrieval processes the requests and connects them to enterprise systems like Jira, ServiceNow, CRM, or knowledge bases.
The technology stack includes the following Amazon services, among others: Bedrock, Connect, Lex, Lambda, API Gateway, DynamoDB, S3, Secrets Manager, Step Functions, and CloudWatch.
From an idea to productive use
1. Discovery workshop
Together with professional and technical stakeholders, we define the objectives, scope, and relevant use cases.
2. Well-defined pilot
We implement a specific high-value use case, such as password reset or access requests.
3. Incremental rollout
The solution is extended to include additional use cases, languages, and integrations. At the same time, metrics like the AI containment rate, first-time resolution rate, satisfaction, and ticket costs are measured.
4. Continuous optimization
Prompts, knowledge bases, and tool integrations are continuously improved based on real-world usage data.
Contact
Are you ready for an even more intelligent service desk?
Discover how an AI service desk can lighten the load on your support teams, reduce costs, and help employees find the right solutions faster.
