Who it's for
For the account manager
Sees a client trending the wrong way before the renewal conversation.
2 of the 5 service-desk agents
- 01Concierge
- 02Triage
- 03Dispatch
- 04Resolution
- 05Watchdog
Now
You find out a client is unhappy when the renewal call goes badly. The signals were in the open tickets all along; nobody was watching the clocks.
Pilot objective
Use an agreed supervised pilot to work toward better client follow-up: a reviewed record of what was attempted, what the result shows and what still needs attention.
Model context for this role
2 of the five service-desk agents in the model
01Deflect · Collect
AI Client Concierge
"It's broken" costs a round trip. The technician asks for detail, waits a day, and the SLA clock runs the whole time.
The model defines a client-facing stage for password-reset guidance, ticket status, guided setup and collecting the detail the service desk needs. Pilot capabilities are agreed separately.
How Concierge works →Scroll sideways to see the full illustration.
05Watch · Alert
AI Service Desk Watchdog
The SLA is noticed after it is missed. Nobody watches two hundred open tickets' clocks, so a breach surfaces as an angry email.
The model defines a watchdog stage for SLA monitoring, client follow-up and breach-risk alerts. These responsibilities describe the broader model; pilot capabilities are agreed separately.
How Watchdog works →See it on your own queue
The list · 26 pages · PDF
The 10 ticket types that cost an MSP the most
The ten ticket types that cost your desk the most, with the lever for each.
Want to take Claudia for a spin in your IT environment?
Claudia is invite-only for a limited supervised launch. Invited MSPs receive a 30-day free trial in an agreed test or pilot environment — no card, and no onboarding fee. Scope is confirmed before access.