ITSM Customer Support Agent

Streamlining IT Support with AI-Powered Service/Help Desk Assistant

Business Challenge

  • High Call Volumes
    Traditional IT help desks often face overwhelming ticket volumes, leaving employees waiting for assistance on common issues.
  • Delays in Troubleshooting
    Employees often experience slow triage and poor initial guidance, leading to downtime and frustration.
  • Need for Automation
    The company needed a solution to triage technical issues, guide troubleshooting, and escalate hardware/software faults seamlessly.

Pulse in Action

image

How Agentic AI Helped

  • AI Help Desk Assistant
    Pulse manages IT support conversations, guiding employees through structured troubleshooting.
  • Automated Triage
    Captures essential diagnostics and escalates only when required.
  • Seamless Escalation
    Opens detailed tickets for hardware/software teams automatically.

Results

  • Efficient Troubleshooting
    Employees get immediate step-by-step guidance, reducing downtime.
  • Faster Escalation
    Complete diagnostic tickets help IT staff act quickly.
  • Cost Reduction
    Reduces workload on IT staff by automating common cases.
  • Employee Satisfaction
    Quick resolutions and professional support boost confidence.

Why It Matters

This use case demonstrates how AI-driven IT support assistants transform enterprise help desk operations. By automating initial troubleshooting and ensuring smooth escalation, businesses can minimize downtime, optimize resources, and enhance productivity across the organization.

Simplifying Complex Operations Through Automation-as-a-Service

  • “Working with Unite is always insightful and visionary. As one of the pioneers in the field, their innovative mindset keeps us progressing with every new product and technology always outcome-driven, fast, and accurate.”
    Mehmet Özbek
    Process Automation Technical Leader - Ford Otosan
  • "Thanks to their expertise and right product/technology selection, we have accomplished many projects that were once considered ‘impossible."
    Nilay Sarı
    Process Automation Services Product Owner - Ford Otosan

Unite powers transformation through AI, automation, and orchestration—where you only pay for results.

Legal
Social Media
Contact

London

Unite Information Technologies UK LTD
Second Floor, 3 Liverpool Gardens, Worthing, West Sussex, BN11 1TF London/UK
Tel: + 01903624664

Istanbul

Cumhuriyet Mah. Abdi İpekçi Cad. Mermer Sok. No:4 Kartal 34876 İstanbul/Türkiye
Tel: +90 (216) 453 40 00

Contact

We'll get in touch with you as soon as possible.

 
Designed by blufox.ist