What is AurionAI

AurionAI helps your organization answer support requests with AI. It can answer phone calls with an AI voice agent, and it gives your team a help desk to handle messages from customers and employees.

What AurionAI does

AurionAI has two main parts. Your organization can use one part or both.

• The AI voice agent. The voice agent answers calls on a phone number or in a voice widget on your website. It talks with the caller in natural language, finds answers in your knowledge base and creates or updates tickets. When it cannot help, it can pass the call to a person.
• The help desk. The help desk collects messages from email, WhatsApp and a chat widget on your website in one shared inbox. Your agents reply to these messages from the dashboard. A Help Center gives your customers and employees articles they can read on their own. AI features can sort, route and answer messages for your team.

Your organization's product profile decides which parts you have. There are three product profiles: AI Voice, Helpdesk and AI Voice + Helpdesk. For the details, read Product profiles.

How AurionAI connects to your tools

The voice agent must keep tickets somewhere.

• With the AI Voice profile, the voice agent connects to the IT service management (ITSM) tool or customer service tool that you already use. AurionAI supports Freshservice, HaloITSM, ServiceNow and Jira Service Management for IT support, and Freshdesk and Zendesk for customer service.
• With the AI Voice + Helpdesk profile, the voice agent uses the AurionAI help desk. You do not need a separate ticketing tool.
• With the Helpdesk profile, there is no voice agent. Your team works in the AurionAI help desk.

Who uses AurionAI

• Administrators set up the organization. They connect tools, configure the voice agent and the help desk, manage users and roles, and manage the plan and billing.
• Agents are the people on your support team. They handle conversations, tickets and tasks in the dashboard. What they can see depends on their role.
• End users are the people who ask for help. They call the voice agent, write to your help desk, use the chat widget or read your Help Center. Your employees can also reach the voice agent from the AurionAI mobile app when your organization offers it. End users do not sign in to the dashboard.

Each person who signs in to the dashboard has a role. The role decides which pages they can open. For the details, read Roles and what they can do.

Plans

Your plan decides how much you can use and which advanced features you get. For the details, read Plans and limits.

Next step

Next, create your AurionAI account. Read Create your AurionAI account.