Help Desk Agent
Resolve employee requests wherever they work
AI that answers questions and takes approved actions
Meet employees in their preferred channel
Resolve requests end to end via Slack, Teams, email, phone, Serval’s web portal, your homegrown bot, and more.
Take action across connected systems
Reset passwords, update HRIS records, and submit PTO requests via published workflows that run deterministically.
Answer with cited knowledge
Pull from anywhere including Confluence, SharePoint, ServiceNow, Google Drive, Notion, or Serval’s native knowledge base, and cite every source.
Handle requests a catalog form can’t
Serval reasons over the request, gathers context, and asks follow-ups before resolving it with the right automation.
Use MDM data to investigate the root cause, then run an approved fix or escalate with the findings attached.
Eliminate manual ticket triaging
Every request reaches the right people with the details already filled in
Automate routing and triage
Serval can infer the owning team and ticket properties from the conversation. Your team’s assignment and visibility rules then decide who works on each ticket and who can see it.
Escalate with context
If a request needs your team, Serval can enrich the ticket with an internal summary and relevant CIs before handing it off.
Control every answer and action
While the help desk agent can reason over the request, it can only take action using published, deterministic workflows with a full audit trail.
Tune the help desk to your needs
Improve with every ticket
Serval proactively analyzes tickets your team closed by hand and drafts skills to automate them going forward.
Simulate before publishing
See how the help desk agent handles realistic, multi-turn conversations before employees do.