What the agent handles
- Opens tickets with full details
- Prioritizes outages and security scares
- Books onboarding and setup visits
- Routes password reset requests
- Emails ticket updates
Legal, finance and professional
AI receptionist for IT support
Logs support tickets for managed IT clients with the details a technician needs, and gets outages and security scares to an engineer without delay.
CallerNobody in the office can get on the internet and we've got clients coming in at ten.
CallerI clicked a link in an email and now my computer's acting weird.
CallerCan someone set up a laptop for our new hire on Monday?
Where calls go
Help deskField techniciansNetwork engineeringAccount managers
Warm transfer: If a caller thinks they've clicked a phishing link or sees a ransom message on screen, the agent warm-transfers to the on-call engineer immediately.
What it books
On-site visits and setup appointments
Why IT support companies miss calls, and what an AI receptionist changes
Help desk calls come in bursts tied to things nobody planned. Monday at 8:15 a whole office can't print, at 10 the internet drops at a clinic with patients in the waiting room, and at 4:45 someone clicks a link in an email that wasn't really from their bank. The technicians who could fix each one are remoted into another client's server or on site pulling cable, and a call that lands in the support voicemail turns a ten-minute fix into an uncomfortable account review.
A RealVoice AI receptionist answers your support line and takes the details a technician would ask for: company, contact, the device or user affected, the error on screen, how many people are down and since when. Routine requests such as a printer offline, a new mailbox, a password reset or a laptop for a new hire on Monday become work orders in the RealVoice portal and are emailed to the help desk, and setup visits are booked. It asks your triage questions so a one-person problem and an office-wide outage don't wait in the same line.
It doesn't remote into anything, change accounts or tell a user to run a fix. Security scares go to your on-call engineer: a caller who clicked a phishing link or sees a ransom message is told what your instructions say to do, such as unplugging the network cable, and is warm-transferred immediately with a private summary. It doesn't promise a response time beyond what you've told it your agreements say.
Example call, start to finish
- CallerHi, this is Tanya at Harbourview Physio. Nobody here can get on the internet and we've got clients booked all morning.
- AI receptionistLet's get someone on it. Is it every computer and the phones too, or only some machines?
- CallerEverything. The front desk, the treatment rooms, even the card machine.
- AI receptionistThanks. Can you see the modem in your back room? Are its lights on, and is any of them red or orange?
- CallerThey're on, one is flashing orange. And I don't know if it matters, but one of our staff said she clicked on a weird email this morning.
- AI receptionistIt does matter. I'm connecting you to our on-call engineer now so he can look at both. Please ask her not to use that computer until he's spoken with you.
- AI receptionist(privately, to Kyle) Harbourview Physio, whole office offline including the payment terminal, modem light flashing orange. Separately, a staff member clicked a suspicious email this morning. Tanya is on the line. Connecting.
After the call: Kyle picks up knowing it's an office-wide outage with a possible phishing click on top, which changes where he starts. A work order with the full summary is in the RealVoice portal and in the help desk's inbox, and the recording is there for the account manager.
How it fits your day
- Monday morning
- Lockouts, printers and email problems pile up at the start of the week. Each becomes a complete work order, and callers can text a photo of the error on screen, kept with the call in the portal, so technicians work from details instead of voicemails.
- Outages
- When a client's internet, server or phone system goes down, the agent asks how many users are affected and escalates by the rules in your agreements. Once the team has connected it to your PSA during setup, clients calling back hear where their ticket stands and who's on it.
- After hours
- Security scares and outages reach the on-call engineer at night. Everything else is logged for the morning queue with the caller's callback number.
- New hires and moves
- Clients arranging laptop setups, new user accounts or office moves are booked for a visit with the start date and equipment noted.
Your software
Today it opens work orders in the RealVoice portal with the caller's details and emails them to your help desk, books on-site and setup visits into the RealVoice schedule, and texts clients a confirmation. If your shop runs ConnectWise PSA, Autotask PSA, HaloPSA or Syncro, the team can set up a connection to it; custom integrations are quoted separately.
What a missed call costs
For a managed service provider, the cost of a missed call shows up at renewal. A client who sat through an outage without reaching anyone remembers it when the contract comes up, and a monthly agreement for a twenty-seat office is worth a real sum every year. Prospects are worth even more to answer, because they tend to call right after a bad experience with their current provider. If slow answering costs you one contract a year and two prospect calls a month, add it up with your own per-seat pricing in the missed-call calculator on our homepage.
Questions IT support companies ask
Can it reset passwords?
No. It has no access to your clients' systems, so it can't reset or reopen accounts. It takes the request with the user's name and company and sends it to the help desk, or warm-transfers if the user is blocked from something urgent.
How does it decide what's urgent?
You give it the rules, usually the number of users affected, whether a server or line-of-business system is down, and any sign of a security incident. Urgent calls go to the on-call engineer; the rest become work orders.
Does it know who our clients are?
Yes, from the client list you give it: company names, main contacts and any after-hours rules per agreement. Callers from companies not on the list are treated as new enquiries.
Can it troubleshoot with the caller?
Only the basic checks you approve, like whether the modem lights are on or whether one user or everyone is affected. It doesn't walk callers through fixes.
Can an AI answer our help desk line after hours?
Yes. It answers every call overnight, sends real emergencies to on-call by warm transfer, and leaves everything else as a work order for the morning with the full details.
Hear it as your own managed IT provider's front desk
Request a free demo call and the agent will phone you, set up as a business like yours.