Business Functions · Service Desk
Tickets triaged, answered and fulfilled, without customer PII leaving the desk
A service desk handles the three things AI is good at and the one thing it must not do: sort tickets, answer from what the team already knows, start the fulfilment, and never send customer details to a public model. FuseAIs strips the PII first, then triages, answers from a knowledge base built on your own material, and kicks off the workflow.
Why it's hard today
Tickets carry whatever the customer typed: account numbers, addresses, screenshots of invoices. Runbooks live in a wiki nobody searches, and access requests still arrive as forms someone has to read and forward for approval. Adding a public assistant to that flow means support data leaving the building with every ticket.
How it works on FuseAIs
The same pipeline runs whichever model you route to, with PII tokenized before public models see it.
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Connect the desk
New and updated tickets from your ticketing system, request forms from email or a portal, and phone calls transcribed into tickets.
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Strip PII first
Names, emails, account numbers and phone numbers are tokenized before any public model reads a ticket.
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Classify and route
Category, urgency and queue decided on the tokenized text.
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Answer from your own knowledge
Suggested replies drawn from a knowledge base built on your runbooks and resolved tickets, ingested without the PII.
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Fulfil the request
Access, hardware and change requests read from the form and started as the approval workflow you define.
What you get
- Tickets in the right queue in seconds
- Customer PII kept out of public models and their logs
- Replies grounded in your runbooks, not a general model’s guess
- Request forms that start their own fulfilment
How many tickets land in your queue each day?
Tell us your ticketing system and volumes, and we will show you triage and answers running on a sample.