Hallo Marco for IT service companies

AI phone assistant for IT service companies

Marco answers calls while your technicians are out at customers: fault reports, contract questions, appointment requests for on-site visits. He records the problem, rates the urgency by your rules and passes everything on so your team can get going straight away.

Book a demo call Call Marco: +49 89 62828628

Marco with a headset at an IT support desk, in front of a whiteboard listing hardware, software, network and users

Typical requests

What reaches IT service companies by phone.

Reporting a fault

Marco asks for the customer, the affected system, since when it happens and how many people are affected, and writes it all down for your ticket.
Outage across the business

Server, internet or phone system down: Marco marks the call as an emergency and puts it through straight away according to your rules.
Appointment for an on-site visit

Marco asks for the address and issue and books a free slot in your calendar.
Questions about contracts and services

Maintenance contract, response times, quotes: Marco answers from your knowledge or notes a callback.

How you set up requests

Example call

How a call to Krüger IT goes.

An example with a made-up business. The best way to hear how Marco sounds is on the phone.

Hear for yourself: +49 89 62828628

Krüger IT Example call

Marco Just so you know: you are speaking to an AI phone assistant. Krüger IT, this is Marco. How can I help?
Caller Since this morning we can’t send any emails. This is Lehmann law firm.
Marco I’ll take that down. Does it affect everyone or just some people, and are emails still coming in?
Caller All twelve of us. Receiving still works.
Marco Thank you. I’m passing this on to the technicians as urgent, and you’ll get a call back as soon as possible. Which number can we reach you on?

Summary after the call

Request: Fault: sending email
Customer: Lehmann law firm, 12 people affected
Since: this morning, receiving works
Urgency: urgent, callback from the technicians

Knowledge

What Marco should know.

Services and supported systems
Response times per contract
What counts as an emergency for you
Business hours and on-call service

Where Marco hands over to your team.

Passwords and credentials
Marco never asks for passwords and does not accept credentials.
Outages
Put through straight away to your on-call service, according to your rules.
Fault diagnosis
No diagnosis on the phone; your team takes care of that.

Customer data and access

Marco only records what your team needs for the ticket: customer, contact person, callback number and a description of the fault. He never asks for passwords. Where this data is processed is on the Security & privacy page.

Security & privacy

Questions from IT service companies

Can Marco create tickets in our ticket system?

After every call Marco sends you a summary with all the details by email. Many ticket systems create a ticket automatically from an email to a fixed mailbox.

What happens outside business hours?

You define which requests count as emergencies and which on-call number Marco puts them through to. Everything else ends up on your callback list.

Does Marco give troubleshooting instructions?

Only if you add such tips to your knowledge, for example how to restart a router. He does not diagnose faults.