AI by industry · IT services companies
AI receptionist and help desk intake for IT companies
An AI receptionist for an IT services company answers support and sales calls when technicians are busy or off shift, asks who is calling and what is wrong, separates a down server from a password reset and sends a clear ticket. It follows your escalation rules, wakes the on-call person only when needed and never asks for passwords.
Map your IT company: see what could run on its own
Enter your website. The Brain reads it and shows every step of your IT services company that could run on its own, and what we would build first. Free, about 20 seconds, no sign-up.
Not every call is an emergency
A whole office offline is an emergency. A single printer not working is not. Give the receptionist a short list of what counts as urgent for each client, and who to alert for each.
This protects your on-call person’s sleep and gets real emergencies answered fast.
Identity before action
Social engineering is a real risk in IT. The receptionist should check that the caller is on the client’s approved contact list before opening a ticket for sensitive requests, and it should never collect passwords or codes by phone.
A ticket that is already complete
Name, company, number, device, what they see and when it started. The technician starts from a good ticket rather than a voicemail that says “call me.”
Picture this
Examples of what it can look like in a IT services company. Illustrations, not clients.
At 7:30 AM a clinic reports that nobody can reach the patient system. The call is classed as urgent and goes to the on-call technician with the clinic’s name and what they said.
A staff member calls to reset a password. The assistant checks the approved contact list and creates a ticket for the standard reset process.
A prospect asks whether you support Mac computers. The call is logged as a sales inquiry for the next business day.
Map your IT company in Westward’s Brain
Enter your website. The Brain reads it and shows every step of your IT services company that could run on its own, and what we would build first. Free, about 20 seconds, no sign-up.
Questions
Can it reset passwords?
We recommend it does not do this on its own. It can start the approved process and let a technician or a secure system finish it.
What if the caller is angry?
It should stay calm, collect the facts and escalate quickly to a person.
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