Deflect · Collect
AI Client Concierge
The model defines a client-facing stage for password-reset guidance, ticket status, guided setup and collecting the detail the service desk needs. Pilot capabilities are agreed separately.
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Claudia is invite-only for a limited supervised launch. Starting with Autotask + Datto RMM and ConnectWise PSA + ConnectWise Automate.
Claudia’s AI agents resolve tickets end to end: they ask the right questions, get your technician’s approval, fix the problem, document it and close the ticket. Each pilot's capabilities and endpoint scope are agreed with your team.
Stage 1 of the 5 service-desk stages · The problem
"It's broken" costs a round trip. The technician asks for detail, waits a day, and the SLA clock runs the whole time.
The model's responsibilities
The Concierge role in the model
These capabilities describe the broader operating model. In the limited launch, Claudia resolves the agreed ticket types end to end, with your technician's approval.
Self-service deflection
Handles password resets, ticket status and guided reference setup in conversation, so the requests that never needed a technician never reach one.
Dynamic questioning
Generates follow-up questions from what the user actually described, gathering the diagnostic detail a technician would have asked for.
Enriched handoff
Passes the completed picture to triage, so classification happens on real information rather than a subject line.
The guide · 10 pages · PDF
Graduated autonomy: the MSP owner's guide to L0 to L4
How a desk raises an agent from advisory to supervised on evidence, and never past a human by default.
The rest of the line-up
It hands off to the others
Each agent owns a stage of the ticket lifecycle and passes the work on.
- Verify · Classify · PrioritiseAI Intake & Triage AgentThe model defines an intake stage that matches requests to ticket types and proposes priority against the client's SLA. The current launch is supervised and scoped with your team.
- Route · Pre-flightAI Dispatch & Scheduling AgentThe model defines assignment recommendations using skill, tier fit, pod load and calendar availability, with supporting rationale and access checks. Pilot capabilities are agreed separately.
- Resolve · Verify · CloseAI Autonomous Remediation AgentThe model defines a resolution plan, verification steps and closure notes for each ticket type. In the launch, Claudia runs the fix only after your technician approves it.
- Watch · AlertAI Service Desk WatchdogThe model defines a watchdog stage for SLA monitoring, client follow-up and breach-risk alerts. These responsibilities describe the broader model; pilot capabilities are agreed separately.
Discuss a supervised workflow for your desk
Claudia is invite-only for a limited supervised launch. Invited MSPs receive a 30-day free trial in an agreed test or pilot environment — no card, and no onboarding fee. Scope is confirmed before access.