IT support chatbot
The IT assistant that answers, resolves and records
People ask by chat, in plain language. iKSA answers with your company’s own procedures, executes the routine and opens the ticket. Nothing that changes the environment runs without approval from someone who can give it.
The problem
The support queue is full of requests that don’t need a technician: the locked account, the folder someone needs to open, the full disk, the same MFA question for the fifth time this week. Each one becomes a ticket, waits in line and takes time from people who should be on projects. And offboarding still means six tickets across four systems and hoping nobody forgets the last one.
In action
See it happen
- Request in the chat
- Name confirmed
- Awaiting approval
- Ticket and execution
What it does
What your team stops doing
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Answers
Answers IT questions with your company’s own procedures, not the internet: installing software, MFA, email, an internal system error. Resolved tickets become new articles for the knowledge base.
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Executes
Unlocks and re-enables accounts, disables access for people who left, grants or removes network folder access and clears disk quota. Always in your directory, and only what is on the list of allowed actions.
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Records
Opens the ticket on its own, with the category already suggested, searches the person’s tickets and follows up. A screenshot of the error becomes a ticket, and people who prefer to talk can dictate.
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Protects
Identity comes from the directory, not from what people type. Actions that change the environment wait for approval, on the phone, from the group your company chooses: IT or a group from the area itself. Passwords and tokens typed in the chat are masked. And if someone tries to manipulate the AI, it still executes nothing on its own: every action goes through the rule and the approval.
Day to day
The request as it arrives, and what happens next
- “Pedro’s account is locked.” Approval arrives on the phone, the account is unlocked and the ticket is recorded.
- “I need access to the Finance folder.” Once approved, access is granted.
- “My disk is full.” The quota is cleared after approval.
- “How do I set up MFA on my phone?” The answer comes from your company’s procedure.
- A screenshot of an invoice error iKSA reads the screen and guides — or opens the ticket with the screenshot attached.
- “João left today.” The manager asks, approval arrives on the phone, the account is disabled and everything is recorded.
In practice
In production at Grupo NTK
iKSA runs today at Grupo NTK, alongside the other six solutions. What seven years of modernization changed is in the case.
What you get
What ends up running in your environment
- App for Windows and Mac, plus a web version, with the login people already have
- Knowledge base with your company’s own procedures
- Actions in the directory, network folders and disk quota, from a closed list
- Service desk integration: tickets opened, categorized and recorded on their own
- Integrates with what the company already has: today, the directory, the workflow orchestrator and the service desk. The identity source can also be another one, such as a cloud directory or an internal user base, as a project
- Conversation protection: masked passwords and tokens, detection and refusal of manipulation attempts, and content moderation
- Prompts, rules, knowledge base and flows tailored to your company
How it works
From request to record, step by step
- The path of a request
- Every action that changes the environment goes through approval. There is no path around it.
- The requester’s identity comes from the directory.
- Approved, the agent executes.
- Denied, nothing runs.
- Both outcomes end in the same audit trail.
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Someone asks
In plain language, by chat: "Pedro’s account is locked" or "give Ana access to the Finance folder".
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The agent checks
Who is asking, whether they may ask it, and what policy requires.
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Approval comes in
When the action changes the environment, the question reaches the phone of the approval group your company chose. Without approval, nothing runs.
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It executes and logs
Account unlocked, access granted, ticket closed — everything recorded.
Delivery models
Choose how to engage
In your company’s cloud
A cloud server contracted in your company’s name, which we set up for you: faster start, no hardware to buy, same policy and same trail. The access and the data are yours; the cloud cost is your company’s, and we handle deployment and upkeep.
On your server, third-party AI
The server that controls the agent lives in your environment: identity, rules and logs stay in-house, and the agent reaches internal systems. The AI model is reached by API, with passwords and tokens masked before anything is sent.
On your server, with AI running in-house
For companies that want no conversation to leave the building: the AI model runs in-house. iRon King sizes and recommends the hardware for it.
The machine does what it is sure of. A person decides the rest, where they already are. Everything is logged.