Verify · Classify · Prioritise
AI Intake & Triage Agent
The 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.
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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 2 of the 5 service-desk stages · The problem
Tickets arrive uncategorised and sit in the queue until someone reads them. The first human touch is spent on sorting, not solving.
The model's responsibilities
The Triage 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.
Classification to the canonical record
Matches the ticket to one of the 600 canonical ticket types in the operating model, with a confidence score — MSP conventions, not generic helpdesk categories.
Priority against the SLA, VIP-aware
Sets priority from business impact, client tier and the contracted SLA, and flags VIP sentiment and urgency — so the agreement decides, not the tone of the request.
Identity verification and duplicate clustering
Verifies the caller before anything is changed, and clusters duplicate incidents so five reports of one outage become one ticket.
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.
- Deflect · CollectAI Client ConciergeThe 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.
- 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.