Turn every IT support call into a ticket with a transcript.
The agent gathers what an engineer needs and opens the ticket in ServiceDeskPro, recording attached.
AI Voice AgentSOLUTIONS · PROFESSIONAL & IT SERVICES
Every call a ticket, SLAs on a clock, every project in view.
AI Voice Agent answers your helpdesk line, ServiceDeskPro tracks AMC and SLA targets, and Project & Portfolio Management shows where every engagement stands.
What does the work
WHERE THE WORK BREAKS
A service firm is judged on its contracts. Most of them live in an inbox.
AMC and SLA contracts.
Customers buy annual maintenance contracts with response targets, often tied to a purchase order, and service quality is judged against the contract.
On-call and after-hours expectations.
A system outage does not wait for office hours.
People are the product.
Utilisation, capacity and project margin decide profit, and they are usually kept in spreadsheets.
Proposals under time pressure.
RFPs and proposal requests need quick, consistent answers drawn from past work.
AI VOICE AGENT FOR IT SUPPORT
It is 9 pm. A customer's server is down.
Illustrative scenario · not a customer story
The agent opens the ticket, and the on-call engineer starts with the transcript.
The agent answers the helpdesk line, detects English, and gathers the company, the system and the urgency. It opens a ServiceDeskPro ticket with the recording and transcript, and escalates to the on-call engineer.
Another call: a customer asks for an engineer visit next week, and the agent books the slot in your calendar.
Transcript snippet (illustrative)
- Agent · EnglishGood evening, IT support. How can I help?
- Caller · EnglishOur main file server is down and nobody can open their files.
What the agent does
- Asks for the company, system and urgency
- Opens a ticket with the recording and transcript
- Links it to the customer's contract
- Escalates the emergency to the on-call engineer
USE CASES
AI for the work between the call and the contract.
Eight use cases from our library, led by the helpdesk line.
See SLA breaches coming before the customer calls.
Response and resolution targets count down live, and the ticket about to breach is flagged in time.
ServiceDeskProTurn inbound calls into qualified leads in your CRM.
The agent asks your qualifying questions and files the lead, transcript and next step in Sales Pro.
AI Voice AgentSee the health of every project and the whole portfolio on one screen.
Budget, time and resources roll up from the task to the boardroom, with red, amber and green health.
Project & Portfolio ManagementGive your team answers from your own files, with sources.
Knowledge Hub reads your spreadsheets, PDFs and Word files, and shows where each answer came from.
Knowledge HubDraft client proposals from your own past work
Proposal Hub drafts the response from your library of past proposals, in Arabic or English, for your team to approve.
Proposal HubKeep every lead moving through one pipeline and see what will close.
One place for leads, deals, customers and the follow-up work between them, with a view of what will close.
Sales Pro (CRM)Get live dashboards and management reports from your ERP, without the analyst queue.
Live dashboards and a drafted management report, built from your ERP, folders and spreadsheets.
Data InsightA DAY WITH AI HUB
One ordinary day, with every contract on a clock.
Illustrative scenario. Not a customer story.
At 8 am
Tickets in SLA order
An engineer starts the day with tickets in SLA order and the overnight call transcripts.
Mid-morning
The last proposal, with its sources
A consultant asks Knowledge Hub for the last proposal's scope and gets the source files.
By afternoon
The service head sees the risks
The service head sees which contracts are near breach and which projects are over capacity.
TWO WAYS TO START
Start small, or run it governed.
Start small
A small firm with a helpdesk line and a handful of contracts.
- Begin with
- The voice line and ServiceDeskPro, or Sales Pro
- Replaces
- A per-agent ticketing subscription
- Cost
- One-time cost, unlimited users, no per-agent fees
Run it governed
Contract-driven service teams and the internal IT of larger organisations.
- Queues
- SLA-governed queues with role-based access and an audit trail
- Deployment
- Cloud or On-premise, with data in KSA on a Saudi cloud provider or your servers
- Support
- Managed Services & Support from AI Hub, if you want it run for you
PRODUCTS FOR SERVICE FIRMS
The products behind it.
Agent
AI Voice Agent
Answers your helpdesk line around the clock, in Arabic and English, and opens the ticket.
Platform
ServiceDeskPro
Ticketing and delivery notes in one desk, without per-agent fees. Live SLA clocks on every ticket.
Platform
Project & Portfolio Management
Projects, resources, time and budgets on one governed system, from the task to the portfolio.
Add as you grow
- Your data stays in Saudi Arabia
- On-premise if you need it
- Bring your own AI model
Answers, in plain words.
It answers, follows your script, opens tickets, resolves simple requests from your knowledge base and escalates emergencies. Your engineers handle everything else.
Tickets link to the customer's AMC, SLA or PO contract and take its targets, with a live countdown and breach alerts.
Yes. Tickets are created straight from the inbox, and also from a web form or portal, live chat, and by phone through the AI Voice Agent.
We integrate with existing systems under Custom Development & Integration.
On a Saudi cloud provider in KSA, your data stays in Saudi Arabia. On-premise, it stays on your own servers. If you run in your own cloud account, it lives where you set that account up. You can bring your own AI model or key, so you are not tied to one provider.
Pricing depends on the product and your setup, so we quote it in a demo. Every product is a one-time cost with no monthly subscription and unlimited users, and ServiceDeskPro has no per-agent fees. AI model usage runs on your own account.
Professional & IT services, by department