The real-time assistant for service desk and ticket management
AI Co-Pilot is the digital solution that supports the service desk in real time, from the moment a request is opened through to its resolution.
It delivers the right context at the right time, helps capture high-quality information and turns the experience gained from every intervention into shared knowledge for the whole team, without changing the tools that operators and users are already familiar with.
Operators stay in control; the Co-Pilot makes their work easier.
The service desk is the operational front line supporting business productivity. In high-volume environments, the ability to log, triage and resolve tickets quickly is critical to service continuity.
When the data captured at the source is incomplete, inefficiencies ripple across every support tier: repeated questions, extra handoffs and longer resolution times.
IT support inefficiencies often originate in the first few minutes of a ticket’s lifecycle and are compounded by fragmented handling of recurring issues
Tickets opened at first level often lack critical information, causing delays and redundant interactions.
Without a tool that recognizes similar cases, the same issue is picked up and analyzed multiple times.
Known issues, root causes and workarounds are hard to find exactly when they are needed. Tickets are often closed with descriptions too brief to be reused.
During the call, AI Co-Pilot transcribes the conversation, pre-fills the ticket and suggests in real time which questions to ask the user. A dynamic checklist shows which information has already been gathered and what is still missing, and before submission the system checks that minimum requirements are met.
At the same time, the Co-Pilot identifies similar tickets, whether open or resolved, as well as known issues and their solutions. When a case looks similar to another, it suggests targeted questions to confirm or rule out the match. Once the ticket is resolved, it drafts a known issue entry and flags notes that are too generic, so every solution becomes shared knowledge across the entire support team.
At the core of the solution is Radicalbit AI Gateway, developed by Fortitude Group: a single access point for all AI traffic that orchestrates models, routing, security and IT budgets at a granular level. AI becomes a measurable, predictable and governed cost item.
Fast time-to-value: an incremental approach that prioritizes the solution and user feedback first, then scalability.
Guardarail and audit: centralized policies, with every action tracked and kept under human oversight.
Data Sovereignty: On-premises or local cloud deployment, in Italy or within Europe.
