Sold by: Skaylink
Skaylink AI Service Desk is an AWS-native, voice- and chat-enabled conversational AI solution that automates 1st-level IT support. It delivers real-time, multilingual answers from enterprise knowledge bases and automates ticket handling.
Overview
Overcome High Support Costs and Ticket Overload with Conversational AI
IT support teams face constant challenges: rising ticket volumes, distributed knowledge bases, and multi-regional support demands. Skaylink’s AI Service Desk combines conversational AI with corporate knowledge and intelligent automation to deliver instant, contextual support via chat or voice.
How It Works: The AI Service Desk acts as the first line of support, answering natural-language queries in real time. For complex issues, it automatically gathers necessary context, generates e.g. Jira tickets, and assigns them directly to the appropriate Tier-2 or Tier-3 support engineers.
The solution is built using a range of AWS services, including Amazon Bedrock, Amazon Bedrock AgentCore, Amazon Connect, and other AWS cloud and AI technologies, providing a secure, scalable, and enterprise-ready foundation.
Highlights
- Automated 24/7 Multilingual 1st-Level Support: Resolves routine user inquiries in real time across global teams via natural-language voice and chat, utilizing corporate knowledge bases and past incident data.
- Intelligent Ticket Automation: Automatically collects required details, creates Jira tickets, and routes unresolved issues to the correct support team.
- Secure & Scalable on AWS: Native integration with enterprise cloud architecture ensuring security, compliance, and seamless scalability.
Details
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Delivery method
Deployed on AWS
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Skaylink is a leading AWS Premier Consulting Partner in the DACH region, with over 30 years of experience in cloud consulting. With a team of 550+ cloud experts, Skaylink supports companies throughout their cloud journey, from strategy and governance to implementing and optimizing innovative solutions.
Comprehensive Support & Enablement Services
Skaylink provides tailored support to help customers successfully deploy and maintain their AWS-based solutions. Depending on the offering, this includes:
✅ Technical Documentation: Detailed guides and "how-to" documents for setup, integration, and management.
✅ Onboarding & Training: Enablement sessions to train administrators and users for efficient solution usage.
✅ Ongoing Support: Regular check-ins to review performance, gather feedback, and make necessary adjustments.
✅ Flexible Maintenance & Operations: Customers can choose to manage the solution themselves or rely on Skaylink for ongoing maintenance and updates.
Contact & Support: For questions or assistance, reach out to us at: