Aurialis AI Service Desk

AI-operated support desk that resolves your Tier 1 volume end to end across chat, email, portal, and voice. Escalates everything beyond it to your team with full context. Not a chatbot you configure. An operated first line.

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An Operated Tier 1. Your Senior Team, Protected.

Tier 1, done properly, so your experts do Tier 2 and 3

Most support volume is repetitive Tier 1. When an operated first line resolves it, your senior people stop firefighting resets and start solving the hard problems only they can.

The repeatable majority

Password resets, access requests, status lookups, how-to questions, common issues resolved end to end, 24/7, in FR/EN. Resolution, not just deflection to an article.

Anything needing judgment

Complex troubleshooting, approvals, specialist knowledge, and anything sensitive is classified and handed to your Tier 2/3 with full context. A clear, trustworthy boundary, by design.

Resolve, or escalate with context

Every ticket hits the operated first line. What’s Tier 1 is resolved; everything else crosses to your team carrying the full thread

The same Tier 1 desk answers wherever your users are and when it ties into Aurialis Voice, a call and a ticket become one continuous operation

Resolves, doesn't deflect

It completes the ticket end to end across your systems not a bot that hands back a help-article link.

 

Grounded in your knowledge

Answers come from your documented knowledge base and policies, accurate to how your organization actually works.

 

Context-preserving escalation

Escalated tickets arrive with the full thread and attempted steps, your team never asks the user to repeat themselves.

 

A boundary you can trust

Tier 1 only. It never improvises past its scope, sensitive or complex work is always handed to a human.

 

Improves as it runs

Operated by Aurialis and supervised by people, it gets better against your real tickets over time, you don’t tune it yourself.

 

Sits on top of your ITSM

Designed to work inside the ticketing and identity tools you already run

ServiceNow

ServiceNow

Freshservice

Intercom

Jira Service

Okta / Entra ID

Any REST API

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