Grounded, advisory, your keys
Helpful on every request. Never making things up.
The assistant classifies and routes new requests, drafts and rephrases replies, writes a customer brief from verified facts before a call, suggests knowledge-base articles and spots patterns across customers. People decide; the AI drafts.
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Drafts, not decisions
Reply drafts cite the thread. Rephrase polishes tone in one click. The customer brief uses only verified facts from the record and says how many it used — zero assumptions.
- Reply draft and rephrase
- Grounded customer brief with verifier
- Request synopsis and AI tip
- Agent copilot chat
Routing and knowledge
New requests are classified and routed by your rules. Resolved threads become knowledge-base drafts; relevant articles are suggested on open requests and to clients on the portal.
- Classification and routing
- KB extraction from resolved threads
- KB suggestions on requests
- Client-facing AI chat
Patterns and accuracy
Pattern detection surfaces repeated issues across customers with accept, snooze or dismiss. An accuracy analyser reports how often the AI was right, so trust is measured, not assumed.
- Pattern detection
- AI Insights dashboard
- Accuracy analyser and reports
- Agent skill suggestions
Your keys, your limits
Each organisation can bring its own API keys for Anthropic, OpenAI, Google Gemini or xAI Grok, or use platform-granted keys. Usage caps and a circuit breaker keep cost and failure contained.
- Four providers, per-organisation keys
- Usage caps and metering
- Circuit breaker and key resolver
- Super-admin AI Hub and switches
Teams that lean on AI Assistant
Questions, answered
Questions about AI Assistant
No. It classifies, drafts, summarises and suggests. A person sends the reply, approves the article or accepts the pattern.
To the provider you choose, under your own key if you bring one. Keys are stored encrypted and can be rotated.
Yes. Each AI feature has a switch at the organisation level, and plans without AI simply do not show it.
Also inside AurDesk
See AI Assistant on your own data.
Book a 20-minute demo. We set up a sample workspace with your channels and walk through your day in it.