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Technical Support

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Stay organized when technical issues arise with automated workflows, omnichannel support, and collaboration tools from the best IT help desk services.

Help Desk Services

Arkkosoft offers an excellent service thanks to omnichannel ticket management, now enhanced with artificial intelligence.

Our help desk is a key element for any company that wishes to provide high-quality service to internal or external customers. It consists of trained human support teams working alongside AI-powered virtual agents to offer an assistance framework adapted to each organization’s needs.

We support our clients by applying ITIL business continuity models to internal processes and by integrating intelligent automation that accelerates issue resolution, improves accuracy, and scales effortlessly.

The service is delivered as both an omnichannel and centralized experience, capable of understanding the user’s specific needs and context, routing requests intelligently, and applying automation for faster results.

Main Functions of an AI-Enhanced Help Desk

  • Management of simpler tickets with virtual agents for Level 1/2 inquiries.
  • Multimodal LLMs to process voice messages, images, and text from clients.
  • Automated ticket creation from logs, screenshots, and OCR text recognition.
  • API integration with AI models to retrieve real-time data and recommend optimal actions.
  • Document and image analysis to verify user data, behavior, and context.
  • Smart triage and routing powered by NLP and anomaly detection.
  • Risk pattern detection including blacklist alerts and fraud indicators.
  • Omnichannel care: email, chat, phone, social media, and more.
  • Automation for repetitive tasks and self-service options.
  • Productivity and collaboration tools for agents.
  • Detailed performance measurement and reporting.
  • Organization of communication channels and efficient request distribution.
  • Achieved 50%+ reduction in resolution times through predictive prioritization and workflow automation.

Omnichannel Level 1 E-Commerce Support

  • Resolution of transaction and payment issues.
  • Troubleshooting of platform integration errors.
  • Efficient escalation handling and case tracking.
  • Sentiment-aware communication to enhance customer experience.

Scalable Support Teams

  • Flexible staffing models to meet demand and seasonal peaks.
  • Continuous training aligned with evolving tools and workflows.
  • Rapid onboarding for quick team deployment.
  • Seamless integration with existing systems and processes.
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