ChatCoreAI
Natural-language self-service that deflects tickets before they open.
A virtual agent that understands end users in plain language, surfaces the right knowledge article, and drafts a categorized ticket only when self-service fails.
- Understands a problem written in natural language and routes the end user to the most relevant knowledge base article.
- Guides the user through resolution steps and, only if self-help fails, drafts an auto-categorized, prioritized ticket.
- Carries device, ticket history, and organization context through the whole conversation, so users never repeat themselves.
- Reduces inbound service desk volume by resolving common requests at the self-service layer.
From signal to outcome
Intent understanding
The incoming message is classified into one of six core service categories with an associated confidence score.
Knowledge match
The top three knowledge articles are presented to the user, each with its match confidence percentage.
Guided resolution
The user confirms 'solved' or 'didn't work' at each step, and the model learns from every outcome.
Automatic escalation
If no resolution is found, a pre-categorized ticket opens with a P0-P3 priority already assigned.
The situation
At Lyra University, Naz Aksoy had five minutes to send an exam announcement when Outlook refused to open. Under academic-calendar pressure, she opened the self-service portal instead of emailing IT.
The outcome
ChatCoreAI suggested three knowledge articles; a profile reset attempt failed, so the AI drafted a 'P2 urgent' ticket automatically and offered Web Outlook as a workaround. Naz sent her announcement on time, and the ticket closed in the background within 17 minutes.
Common questions
It sits in front of the service desk, working across incidents, service requests, and the knowledge base. Requests it cannot deflect become structured tickets routed to the right queue, fully aligned with ITIL 4 request fulfillment and incident management.
See ChatCoreAI in your workflow.
Book a demo and we'll show ChatCoreAI working inside the platform — on your real tickets and data.