An AI front desk, connected to your ticketing system

First-line engineers and support staff were overwhelmed by high-volume, routine enquiries: password resets, ticket status lookups, and basic triage. Skilled engineers were spending up to 40% of their working day manually categorising tickets and answering repetitive questions.

Response times suffered during peak business hours and after-hours coverage was limited, leading to breached SLAs and frustrated internal users.

We audited six months of historical ticket logs to identify the top fifteen recurring intents. Rather than attempting to automate everything, we isolated high-confidence routine flows for automated completion, while routing nuanced issues to human engineers with full conversational context.

We built an integrated front desk powered by Retell AI for natural voice telephony and web chat interfaces. The agent authenticates callers, queries the internal knowledge base for verified answers, checks live ticket statuses via REST APIs, and drafts or updates tickets directly in ServiceNow and Jira.

When an issue requires human escalation, the agent transfers the session along with a structured summary, eliminating the need for users to repeat themselves.

First-contact resolution for tier-1 enquiries reached 65%, with zero after-hours queue backlog. Over 120 engineer-hours were recovered per month, allowing the team to beat their resolution SLAs consistently.