An AI phone agent for your IT service desk.
Answer routine enquiries from your own documents, capture clear requests for your team, and give callers a dependable route to a person when they need one.
No sign-in. Synthetic Australian voices, fictional details.
Calls processed in Australia · Works with ServiceNow and Jira · Answers under your organisation’s name · Data & security
Sample call, fictional details: a caller says their team can’t connect to the VPN before a 10 am client meeting. GoLine1 records the affected service, the business impact and the caller’s name, then sends the request to the service desk with reference AB-7KR4XH.
Answered from Remote access and VPN policy.pdf, checked against the passage before it was spoken
Excerpt from a sample call: Kate asks whether she can use the VPN on her own laptop and is answered from her company’s VPN policy.
Example support call
Give your analysts the details they need to start.
What the caller says
“A few of us can’t connect to the VPN, and we need it for a meeting this morning.”
GoLine1 asks who is affected, what work is blocked and how the team can reach the caller. It reads the details back so the caller can correct them.
What the service desk receives
- Request
- Several staff unable to connect to VPN
- Business impact
- Access needed for a meeting this morning
- Contact details
- Caller name and callback number confirmed
- Delivery
- Email summary, plus a ticket when an integration is connected
Illustrative example with fictional details.
How delivery works
Requests are emailed to the desk; connected ticketing systems create the ticket after the call. Your service desk controls priority and the response.
The questions service desk leads ask
Will callers hate talking to a bot?
It says up front that it is an automated assistant, asks only what your desk needs, reads it back to confirm, and callers can ask for a person at any time. If nobody is free, it takes a callback request and never promises a time it can’t keep.
What if it gives a wrong answer?
It answers only from your own documents and FAQ, checks each answer against the passage it came from, and won’t repeat a phone number or link that isn’t in your source. If it isn’t sure, it takes a message instead.
Where does our data go?
Hosted in Sydney (AWS ap-southeast-2). Calls, AI processing and records stay in Australia. Data & security
How much setup is there?
A pilot needs a phone number, your FAQ or documents, and where requests should go: email, ServiceNow or Jira. We set it up with you.
What it does for your desk
Handles routine enquiries
Answers how-to questions from your own documents, reads back ticket status, and tells callers about outages you’ve already flagged. Where Microsoft Entra ID password reset is turned on, it verifies the caller with a texted code and texts a link to your organisation’s own self-service reset page; it never sets or hears a password.
Creates and updates tickets
Raises incidents in ServiceNow or requests in Jira Service Management, adds callers’ new details to existing tickets, and, where enabled, asks your team to close requests callers no longer need.
Connects callers to people, with a fallback
With human handoff configured, the receiving agent hears why the caller needs help. The queue wait is bounded: if nobody answers, the assistant offers to capture a callback request with confirmed details and a reference. No callback time is promised.
A person when one is needed. A clear next step when nobody answers.
Callers can ask for the service desk directly. GoLine1 carries their reason to the agent and limits the wait, rather than leaving them in an open-ended queue.
Connect with context
The receiving agent hears the reason for calling. Your configured queue and business hours control where and when calls are offered.
A bounded wait
The default queue wait is 60 seconds, configurable from 30 seconds to five minutes. A dequeue failure may add one 30-second recovery interval. Outside staffed hours or when the queue cannot accept the call, the callback offer is reached directly.
A recoverable callback request
The caller chooses whether to leave a callback request. The assistant confirms their details, sends the request to the desk and gives a reference. A requested callback is reported separately from a confirmed agent connection.
Human handoff requires a configured Connect queue and staffed agents.
What handoff depends on
Callback requests require working request delivery; they do not schedule or guarantee a return call. Included in the updated pilot implementation, subject to deployment and live acceptance.
Learn from the calls your assistant could not resolve.
Review calls
See call outcomes, summaries, handoff details and knowledge sources in the console. Record review decisions and notes. Conversation text is optional under your retention policy; audio recording stays off.
Find knowledge gaps
See unanswered questions and answers callers said did not help. Repeated questions are grouped and counted so you can assign follow-up work and improve the documents callers actually need.
Check changes before release
Save knowledge and safety scenarios, specify the expected answer or fallback, and run them against your current configuration. Results retain the scenario and show failed checks for review.
Automated knowledge checks complement live speech, routing and ticketing acceptance tests. They do not replace them.
Start with a customer pilot
We agree the calls the assistant should handle, connect your ServiceNow, Jira or service desk inbox, and test with your team before anyone else rings it. Calls are processed in Australia, and the assistant answers under your organisation’s name.
We agree a practical pilot scope around your calls, systems and team.
Common questions
Does it replace our service desk team?
No. It takes routine calls and phone intake, so your people spend more of their time on work that needs them. Some desks may need fewer people on the phones; estimate the time it could save yours.
What can it do on its own, and what needs setting up?
Taking requests and emailing them to your team works from day one. Ticketing integration, knowledge-base answers, status checks and bounded human handoff are configured and tested during your pilot. Call review, knowledge-gap reporting and saved regression scenarios support ongoing improvement. Password resets are off by default and need your Microsoft Entra ID and a registered Australian SMS sender.
Is it available now?
Controlled pilots, limited intake: we take on a small number of Australian service desks at a time. Production arrangements, including support and service levels, are agreed before rollout. Read how data is handled.
See what your service desk receives.
Follow an example call from the first question to the completed request. No sign-in required.