Who it’s for
Organisations running a service desk — IT support, HR requests, customer service — that want to absorb more volume without growing the team. Typical trigger: rising ticket volume, repetitive level-1 questions, pressure on SLAs, or users expecting instant answers.
The problem
“Our agents spend their time on questions the knowledge base already answers. Users wait hours for a password reset procedure. The desk closes at 17:00 but requests don’t stop. And every ‘AI chatbot’ we’ve seen answers next to the ticket system instead of inside it.”
What we deliver
- AI assistance built into your existing service desk — not a separate bot beside it: answer suggestions for agents, automated responses for recurring requests, intelligent triage and routing of incoming tickets.
- A self-service assistant for your users, answering from your validated knowledge base with cited sources, and creating a properly qualified ticket when it can’t resolve.
- Escalation rules under your control: what AI may answer, what always reaches a human.
- Measurable outcomes: deflection rate, first-response time, and agent satisfaction, reported from day one.
How it works
- Analysis of your ticket history: which categories are automatable, which are not.
- Pilot on the highest-volume recurring category, inside your existing desk.
- Measure against baseline; tune with your agents — they stay in charge.
- Extend category by category; connect further knowledge sources.
- Run and continuous improvement.
Engagement
Scoped case by case: our clients range from local SMEs to Fortune 500 groups, and the same service scales accordingly. We quote after a first scoping conversation — a fixed price list would not be honest at that range. Where risk is high, we start with a bounded pilot.
Why Digilac
- This is the bridge between our two practices: we run and optimise service desks at scale — including one of Switzerland’s largest governmental desks (~700 agents) — and we build AI. This combination is rare in the market.
- We work inside your systems (Jira Service Management at Solution Partner depth, other desks via standard integration) instead of selling you another platform.
- Human validation stays constant: we design the assistant as a help for your agents and users, never as an unaccountable decision-maker.