AI support & internal copilot
An AI desk that answers, triages, and resolves
RWS AI Desk unifies AI chat, ticket triage, knowledge answers, and a WhatsApp assistant into one support layer. Turn scattered conversations into resolved, tracked work — for customers and your own team.
Live support health
Trusted by support and operations teams running on RWS
Support your team and customers can lean on
Answer questions with AI chat, triage every ticket, surface trusted knowledge, and meet customers on WhatsApp — everything a working support team needs in one desk.
Today, 10:05 AM
AI Desk, which open tickets are likely to breach SLA in the next hour?
Priya 10:06 AM
@AIDesk what should the support team handle before the queue backs up?
AIDesk APP 10:06 AM
Here is what the live support data points to:
- Three billing tickets are nearing SLA and need a human reply now
- A WhatsApp thread escalated twice — route it to a senior agent
- Two questions match a known fix — the AI can resolve them directly
Resolved without an agent
0.0%
Conversations AI just closes
The AI agent answers and resolves most routine questions end to end, leaving your team free for the work that needs them.
Faster answers, lighter queues, and support that scales without headcount. Performance that holds up from a single support inbox to a multi-channel global desk.
Want the full picture on AI Desk performance?
Download the support benchmark reportFits the way your support already runs
Connect AI Desk to your helpdesk, CRM, and knowledge tools, scale it across teams and channels, and shape it to your routing and escalation rules.
Helpdesk & CRM sync
Two-way integration with your helpdesk and CRM keeps tickets, contacts, and conversation history in lockstep.
Channel & messaging integrations
Connect chat, email, and WhatsApp Business, and bring every conversation into a single AI-assisted desk.
Configurable routing engine
Set triage rules, escalation paths, and AI confidence thresholds per team without writing code or waiting on a release.
“AI Desk now resolves most of our routine questions before an agent ever sees them. Our queue is calmer, response times dropped sharply, and the team finally spends its day on the hard cases that need a person.”
LUMEN
Renata Voss
Director of Customer Support
Role-scoped desk access
Agents, leads, and admins each see only the queues, conversations, and settings their role needs, with full action logs.
Per-channel API keys
Issue scoped keys per channel and integration, so every connector reaches only the conversations it should.
SOC 2 Type II
Independent audits confirm the platform's security controls meet the highest industry standards, year after year.
Encryption & retention controls
Conversation data is encrypted in transit and at rest, and you decide how long support history is retained.
Grounded AI answers
The AI agent answers only from your approved knowledge sources, with every response traceable to the content it used.
Full audit trail
Every AI reply, triage decision, escalation, and edit is timestamped and attributed, so any conversation is fully traceable.
BREVA SUPPLY
How a SaaS company cut response times with AI Desk
A growing software company moved every channel onto AI Desk, letting the AI agent resolve routine questions directly. Response times dropped sharply and the team refocused on complex cases.
Resources for support teams
Everything you need to evaluate AI Desk and roll it out across your channels and teams.