Who it's for
For the service desk technician
Opens a ticket that is already complete, categorised, and half solved.
3 of the 5 service-desk agents
- 01Concierge
- 02Triage
- 03Dispatch
- 04Resolution
- 05Watchdog
Now
The queue is full when you sit down, ticket details are incomplete, and understanding the request takes attention before the technical work can start.
Pilot objective
The objective for an agreed supervised pilot is a clearer starting point: the selected script, the task context and the checks a technician needs to review the work and assess the result.
Model context for this role
3 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.
02Verify · Classify · Prioritise
AI Intake & Triage Agent
Tickets arrive uncategorised and sit in the queue until someone reads them. The first human touch is spent on sorting, not solving.
The model defines an intake stage that matches requests to ticket types and proposes priority against the client's SLA. The current launch is supervised and scoped with your team.
How Triage works →Scroll sideways to see the full illustration.
04Resolve · Verify · Close
AI Autonomous Remediation Agent
The answer is usually somewhere in your last five years of tickets or your IT Glue. Finding it costs more than writing it again from scratch, so nobody looks — and the write-up never happens.
The model defines a resolution plan, verification steps and closure notes for each ticket type. In the launch, Claudia runs the fix only after your technician approves it.
How Resolution works →Scroll sideways to see the full illustration.
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.