AI for Service Desks · IT · Facilities · HR · Customer service
Answer the call. File the ticket while they are still talking.
- Zero after-call work
- Your ITSM, your templates, your queues
- Arabic and English
- Reference read back before hang-up
04 · WHERE THE WORK LANDS
IT desk
→ SR raised, P2
reference read back
Facilities
→ Work order in Archibus
crew dispatched
HR desk
→ Case opened
employee verified
Customer service
→ Complaint logged
category and evidence set
On-call
→ Outage escalated
summary attached
Supervisors
→ Every field traced
to the second it was said
03 · HARNESS
VOHO SERVICE DESK AI HARNESS
LISTEN · MATCH · FILL · RAISE
VOICE
Listen · speak · barge-in
TOOLS
ITSM · CMMS · CMDB · SMS
MODELS
Speech · LLM · classifiers
AGENTS
One per desk
TEMPLATE MATCH
Your catalogue, with confidence
ESCALATION
A system down is not a ticket
EVALUATIONS
Scored on your real calls
MODEL ROUTING · CONTEXT · RAG · GUARDRAILS · IDENTITY · HUMAN HANDOVER · AUDIT TRAIL
02 · SYSTEMS OF RECORD
01 · HOW A REQUEST ARRIVES
Swipe the drawing sideways.
One AI layer. Every way a request reaches the desk, and every system it has to be filed in.
01 · After-call work
The call takes four minutes. Typing it up takes nine.
This is what every desk tells us. The agent listens, then opens the service tool, scrolls a catalogue of hundreds of templates and types the same call into a form that runs to pages, while the queue grows. With Voho the form fills itself while the caller is still talking, each field traced to the second it was said, and the ticket exists before they hang up. Watch the same call twice.
Today
Queue · 14 waiting
01 · The call
00:00 → 03:41
The caller explains. The agent listens, writes the room number on a pad, and says “we will call you back with the ticket number.”
02 · After-call work
03:41 → 12:10
The agent opens the service tool, scrolls a catalogue of 230+ templates for the right one, and types the same call into a form that runs to nine pages.
Service request · page 4 of 917 / 41 mandatoryRequester
Department
Contact number
Location
Building
Floor
Room
Category
Sub-category
Template
Asset tag
Asset type
Users affected
Business impact
Urgency
Priority
Description
Steps taken
Assignment group
Templatescrolling… PRINTER_FAULT? PRINTER_TONER? PRINT_QUEUE? 227 more
- 12:10
- handle time
- 8:29
- of it typing
- later
- caller gets the reference
With Voho
00:00
- Requester
- Template
- Location
- Users affected
- Service impact
- Building
- Asset tag
- Priority
- Assignment group
- Description
- 03:41
- handle time
- 00:00
- of it typing
- on the call
- caller gets the reference
- Nine pages, none typed
- Every mandatory field on your template filled from the conversation, or asked for once.
- Matched, with the confidence shown
- The template comes from your own catalogue. The score and the near misses are on the ticket.
- Raised before hang-up
- Queue, priority and SLA clock set in your tool, reference read back to the caller.
- Roughly one in five to a person
- The calls that need someone arrive with the form filled and the reason for escalation written.
The Voho Service Desk AI Harness
A model that cannot see your catalogue takes a message.
It does not know your templates, your queues or which asset sits in clinic three, and it has no business creating tickets on its own. The harness gives models your service catalogue, your systems and your escalation rules, and records everything they file.
A model on its own
- Takes a message for someone to type up later
- Guesses a category that is not in your catalogue
- Has no idea who is calling or which asset they mean
- Treats a whole ward down like one printer
- Leaves nothing a supervisor can trace
The same model, in the harness
- Matches your own template and shows the confidence
- Fills the mandatory fields from what was said
- Identifies the caller and looks the asset up in the CMDB
- Escalates a system outage while the caller is on the line
- Writes every field, and where it came from, onto the ticket
Systems of record
What your desk already files into
- ServiceNow
- Jira Service Management
- Freshservice / Freshdesk
- Zendesk
- ManageEngine
- BMC Helix / Remedy
- Archibus / IFMS / Maximo
- HRIS
- CMDB / asset register
- Knowledge base
- Contact centre / telephony
- Email, WhatsApp, chat
Voho Service Desk AI Harness
The runtime between your systems and the models
- Tool calling
- Model routing
- ITSM connectors
- Caller identification
- Template matching
- Mandatory-field capture
- Memory
- Context
- RAG
- Workflow orchestration
- Permissions
- Escalation rules
- Evaluations
- Guardrails
- Audit trails
Model layer
Routed per task, never one model for everything
- Saudi Arabic speech
- English speech
- Speech synthesis
- Foundation models / LLMs
- Classification models
- Your own models
Agent layer
One per desk, scoped to its catalogue
- IT Service Desk Agent
- Facilities Agent
- HR Desk Agent
- Customer Service Agent
- Dispatch Agent
- Follow-up Agent
Where the work lands
Filed in the system that owns it
- Requests raised
- Incidents classified
- Work orders created
- Cases opened
- Status read back
- Escalations with summary
01
Listen.
The caller says it once, in their own words, in Arabic or English, with the room, the device and the error in whatever order they come out. Nobody asks them to repeat it for the form.
02
Match.
The request is matched against your own service catalogue, the same templates your agents scroll through today. The match and its confidence are both recorded, and the near misses are kept.
03
Fill.
Every mandatory field on that template is taken from the conversation. What is missing is asked for once, in one question, instead of left blank for the next person to chase.
04
Raise.
The request is created in your tool with the right queue and priority, the SLA clock starts, and the caller hears the reference before the call ends. Nobody types it up afterwards.
02 · Facilities line
A fault at nine in the morning, a crew by two.
The other desk with a form nobody wants to fill. Here is one call with the lid off: who is calling, which template, whether there is already an order open on that flat, the work order raised, the crew dispatched, and the message sent, all before the resident hangs up.
Transcript
Identity
Nothing is raised in a resident’s name until the caller is matched.
Tool calls
waiting…
Policy
- Raising a work order from the catalogue, setting the priority your rules define, and dispatching from the roster is inside scope.
- A charge to the resident, an exception to the SLA, or a complaint about a contractor is drafted and handed to a supervisor.
Illustrative call · recording, transcript and every field written to the work order
Every desk
One harness. Every line that files a ticket.
The telephony, the connectors, the identity rules and the evaluation set are built once. The next desk is an agent and a catalogue on the same foundation.
IT and internal desks
The most-called lines in the building
- Incidents and requests raised in ServiceNow, Jira or Freshservice with every mandatory field filled from the call
- Password and access requests identified against the directory, then routed, never performed on the line
- Outage calls recognised as a system, not a device, and escalated to on-call with the summary attached
- HR questions on leave, letters and policy answered from your own policy with the clause cited, cases opened with the employee verified first
- Known-error and how-to answers from your knowledge base, with the article cited
Facilities and workplace
Faults, spaces and contractors
- Faults turned into work orders in Archibus, IFMS or Maximo with location, asset and priority set
- Access, moves, parking and room requests taken and booked against the real calendars
- Contractor dispatch created and the resident or tenant told when to expect them
- Repeat faults on the same asset flagged before the third call about it
- Completed jobs confirmed by an outbound call, with the reopen handled if it is not fixed
Customer service desks
External callers, at volume
- Complaints, claims and service requests logged with the category and the evidence the form needs
- Order, delivery, booking and account status read from the live record once identity passes
- Callbacks made when the case moves, so nobody rings to ask
- Every interaction written onto the case, with recording and transcript retained per your policy
- Overflow and out-of-hours handled first, then the whole queue
Connectors
Your ITSM stays. So do your templates.
Nothing is replaced to go live. Where there is an API we use it, where there is a database we read it, and where there is neither we work through the screens your agents already use.
ServiceNow
Incidents, requests, catalogue, CMDB
Jira Service Management
Request types, queues, SLAs
Freshservice / Zendesk
Tickets, forms, agents
ManageEngine / BMC Helix
Templates, categories, assignment
Archibus / IFMS / Maximo
Work orders, assets, locations
HRIS
Employees, cases, policies
Knowledge base
Confluence, SharePoint, your wiki
Contact centre
Cisco, Avaya, Genesys, SIP. Your numbers
Built for a desk that gets audited
What the desk manager asks, answered in the product.
Identity, escalation, confidence thresholds and retention are configuration your own team sets and can audit, not promises in a proposal.
Your catalogue, not a generic one
The agent picks from your own service templates and fills your own mandatory fields, in your own tool. Nothing about how the desk classifies work changes to go live.
Identity before anything touches an account
The caller is identified against your directory before a ticket is raised in their name. Resets, access grants and anything that changes an account are routed to a person, never performed on the call.
A system down is not a ticket
Escalation rules you set: more than a handful of users, a clinical or trading application, a whole floor. The agent stops taking fields and escalates, with the summary already written.
Confidence you can see
Every template match carries a confidence score and the near matches. Below the threshold you set, the ticket is drafted for an agent to confirm rather than filed.
Inside the Kingdom, or inside your building
Run it in a Saudi region or on your own servers. Recordings, transcripts and tickets stay inside the boundary your policy sets, and none of it trains a model.
Every call reconstructable
Recording, transcript, the template chosen, every field and where in the call it came from, written onto the ticket. An auditor or a supervisor can see exactly why a request was filed the way it was.
In production
A call centre and facilities desk for 100,000 residents.
Voho runs the smart-city call centre and facilities management for 100,000 Saudi Aramco residents: every resident call answered in Arabic or English, and every reported fault turned into a correctly filed job in IFMS and Archibus with the reference read back. Delivered inside the procurement and security review the world’s largest oil producer runs before anything is allowed near a live line.
Call it now · English · Bancroft
Internal IT helpdesk
Resets what it can and escalates what it cannot.
“IT helpdesk, this is Bancroft. What has stopped working?”
Open the lineCall it now · Najdi Arabic · Faisal
IT service desk line
Takes an IT support call from a ward or a clinic and turns it into a service request with the mandatory fields already filled.
“الدعم الفني، مدينة الملك عبدالعزيز الطبية، معك فيصل. وش المشكلة اللي عندك؟”
Open the lineDemonstration lines. Nothing they take reaches a real queue, and they say so if asked.
How a project runs
Start with one desk. Measure two numbers.
The first desk proves itself on figures you already report: handle time, after-call work, first-contact resolution, tickets reopened for missing fields.
01
Take one desk
The IT desk, the facilities line, the customer-service centre. Something with real call volume and a service catalogue that already exists, however long it is.
02
Give us the catalogue and the recordings
Your templates, your mandatory fields and a set of real calls. Connected read-only to a test instance of your ITSM, reviewed by your security team before anything is routed.
03
Measure two numbers
How often the right template was chosen, and how often the mandatory fields were right, scored against tickets your agents actually raised for the same calls. Nothing goes near a live queue until those numbers are yours to read.
04
Go live on one queue, out of hours first
Nights and weekends, where the alternative is voicemail, then overflow, then the whole desk. The next desk is an agent and a catalogue on the same harness.
What desk managers ask before anything is connected.
If your question is not here, bring it to a technical session with our engineers.
01How much of the call is actually automated?
All of the typing. The caller describes the problem, the template is matched from your catalogue, the mandatory fields are filled from what they said, the ticket is raised with the right queue and priority, and the reference is read back, all before the call ends. On a typical desk that is the whole of the after-call work. The calls that need a person, which we plan for at roughly one in five, reach that person with the form already filled and a summary of why it was escalated.
02Our form is nine pages and has hundreds of templates.
That is the desk this page is written for. Long catalogues are where the agent time goes, and they are exactly what a model is good at: matching one description against hundreds of options and reporting how confident it is. A hospital group told us their IT desk runs more than 230 templates. That is the shape we design for.
03Which service desk tools does it work with?
ServiceNow, Jira Service Management, Freshservice, Freshdesk, Zendesk, ManageEngine, BMC Helix and Remedy through their APIs, and Archibus, IFMS and Maximo for facilities. Where a tool has no API we work through the screens your agents already use. Nothing is replaced to go live.
04Can it reset a password or grant access?
No, and it should not. A helpful desk that resets a password for whoever rings is how an attacker gets in. Identity and access requests are identified against your directory, raised and routed. The change is made by a person or by your existing self-service, never on the call.
05What happens when the caller describes an outage?
The agent recognises a system rather than a device, stops taking fields, escalates to on-call while the caller is still on the line, and reads back what it is sending so the caller knows it went up accurately. Which conditions count as an outage are rules your desk sets.
06Where does the data live?
In a Saudi region or on your own servers. Recordings and transcripts stay inside the boundary your policy sets, are retained for as long as your policy says, and are never used to train models, ours or anyone else’s.
07How do we know the tickets are right?
Before go-live the agent is scored against calls that already happened: which template it chose and which fields it filled, compared with the tickets your agents raised for the same calls. After go-live every ticket carries the match confidence and a link from each field to the moment in the call it came from, so a supervisor can audit any of them in a minute.