# AurionAI — Full Documentation for AI Agents

> AI helpdesk software that automates IT support across every channel.
> Website: https://aurionai.net
> Contact: sales@aurionai.net
> Location: Brussels, Belgium (EU)

---

## 1. Product Overview

AurionAI is AI helpdesk software that automates IT and customer service requests across every channel -- phone, chat, email, WhatsApp, help center, and unified inbox. It connects to your existing ITSM in 48 hours and resolves 60% of L1 requests without human intervention. Free to start, no credit card.

### Homepage

- **Meta title:** "AI Helpdesk Software & IT Support Automation | Aurion AI"
- **Hero:** "AI helpdesk software that automates IT support across every channel" -- automates repetitive support requests before they reach your team across phone, chat, email and WhatsApp.
- **Problem:** "How to reduce IT support costs" -- 60% of support requests are repetitive and automatable, EUR 15-25 average cost per human-handled L1 interaction, 48-hour average setup time.
- **ICP Split:** Two-product positioning -- (1) "No helpdesk yet?" full AI helpdesk replaces email-based ticket management; (2) "Already using an ITSM?" adds AI voice and chat on top of existing HaloITSM, ServiceNow, Freshservice, or Jira.
- **Product Modules:** 6 channels -- AI Voice Agent (real-time, 10 voice languages), AI Chat Widget (embeddable), WhatsApp, Unified Inbox, Help Center, Email Channel.
- **Integrations:** 6 platforms, all free on every plan -- Freshservice, HaloITSM, ServiceNow, Jira SM, Freshdesk, Zendesk. No coding, no vendor lock-in.
- **How It Works:** 3 steps -- (1) Connect your ITSM in under 48 hours; (2) AI agent goes live across phone, chat, email, WhatsApp; (3) See everything in one unified inbox with transcripts, recordings, analytics.
- **Social Proof:** Testimonial -- IT team reduced tickets from 80/day to under 30.
- **Pricing:** 4 tiers -- Free (EUR 0), Helpdesk (EUR 24/seat/mo), Voice+Helpdesk (EUR 223/mo incl. 1 seat, extra seats EUR 24/seat), Enterprise (Custom).
- **FAQ:** 7 questions covering AI voice agents, chatbot differences, ITSM compatibility, deployment time, EU data hosting, free plan details, and plan differences.

### Key facts

- Helpdesk-first: AI Voice agent, AI chat widget, unified inbox, help center, email channel -- all free to start
- AI Voice: real-time, low-latency phone conversations with ITSM + CS tools via MCP
- 10 voice languages: English, French, Dutch, German, Spanish, Italian, Polish, Swedish, Danish, Finnish (auto-detected)
- 6 platform integrations -- all free on every plan
- ITSM: the same voice tools on every platform
- Customer Service: the same voice tools on every platform
- EU-hosted (AWS eu-west-3, Paris). GDPR-ready.
- Available on iOS and Android via the AurionAI Support mobile app

---

## 2. Helpdesk Features

### AI Voice Agent
Real-time voice conversations over phone (SIP), WebRTC widget, or mobile app. AI authenticates callers, searches knowledge bases, creates tickets, and resolves issues -- all in real-time natural conversation. 10 voice languages, ITSM + CS tools via MCP. The same AI agent that powers chat and email also answers phone calls.

### AI Chat Widget
Embeddable JavaScript widget for any website. Customers type questions, the AI resolves them using knowledge base, ticket tools, and integrations. No coding required -- paste one script tag.

### Unified Inbox
All channels in one place. Chat, email, and voice conversations appear in a single timeline. AI drafts responses, agents review and send. Automatic routing and prioritization.

### Help Center
Branded, searchable knowledge base. AI-powered search helps customers find answers before they contact support. Articles created and managed via admin dashboard.

### Email Channel
AI reads incoming emails, classifies intent, searches knowledge base, and drafts replies. Agents review, edit, and send. Automatic ticket creation and routing.

### WhatsApp Channel
WhatsApp Business API integration via embedded OAuth signup. Template management (create, sync, send), rich media (images, documents, video) in both directions. Conversations flow into the Unified Inbox alongside chat and email.

### Contacts & Companies CRM
Full CRUD for contacts and companies. CS contact sync from Freshdesk and Zendesk (8-hour cadence). Unified tag vocabulary, company hierarchy, contact history timeline.

### Meeting Scheduler
Schedule meetings directly from the conversation detail view. Google Calendar and Outlook integration. Automatic iCal invite, 30-minute reminder emails.

### Saved Replies
Team-shared library of pre-written response templates. Insert with one click, full-text search, organized by category.

## 2b. AI Intelligence

### Auto-Classification
Predicts category, priority, type, and topic from the first message. Confidence scores — high confidence applied automatically, low confidence surfaced as suggestions. Full audit trail.

### Smart Routing
Skills-based routing matched to agent proficiency. Workload-balanced (queue depth and capacity). Shift-aware. Round-robin within matching pool. Fallback chain to team/manager queue.

### Autonomous AI Resolution
High-confidence conversations answered by AI without human intervention. RAG pipeline: retrieve → rerank → generate → validate. Allowlists control which categories qualify. Thank-you detector prevents false re-opens.

### AI Copilot
Reply suggestions from KB and conversation context. @agent mentions in private notes. #KB article linking in note/reply composer. Draft mode — agents edit before sending. Works across all channels.

### Sentiment Analysis
Per-conversation and per-message sentiment scoring (positive, neutral, negative). Sentiment badge in inbox list. Filter by sentiment. Trending dashboard across all channels.

## 2c. Workflow Automation

### Visual Workflow Builder
React Flow canvas with BPMN 2.0. Drag trigger, condition, action, and delay nodes. Save, activate, pause, version. Preview execution trace. Import/export.

### Triggers
Event triggers (conversation created, ticket updated, SLA breached). Time triggers (delay after event, scheduled cron). SLA triggers (first response due, resolution due). Webhook triggers.

### Conditions
AND/OR groups with unlimited nesting. 12+ operators (equals, contains, starts with, is empty, greater than, regex). Match on conversation, ticket, contact, and custom fields.

### Actions (25+)
Assign, update fields, add note/reply, send email, HTTP webhook, create/remove tag, delay, loop, escalate.

### SLA Management
SLA policies with first-response and resolution targets. Business hours and holiday calendars. Breach detection every 2 minutes. Auto-escalation.

### CSAT Surveys
Auto-send 1-24 hours after resolution. 2-hour CronJob with quiet-hour holdback. Digest mode. CSAT analytics dashboard. Unsubscribe handling.

## 2d. Analytics & Reporting

### Conversation Analytics
Volume trends (hourly/daily/weekly/monthly). Resolution rate (AI vs agent vs escalated). Channel breakdown. Full-text transcript search. Export.

### Sentiment Analytics
Aggregate sentiment trend. Per-agent breakdown. Busiest-hours heatmap. Real-time inbox filter.

### CSAT Analytics
Response rate, CSAT score, trend over time. Per-agent breakdown. Low-score drill-down.

### SLA Analytics
Compliance rate per priority. Breach count and trend. Drill-down. Business-hours-aware.

### Agent Performance
Average response/resolution time. Conversations handled/resolved/escalated. Workload distribution. Team-level aggregates.

### Help Center Deflection
Articles viewed before contact. Deflection rate. Top articles. KB gap detector (unmatched search queries).

### LLM Usage Analytics
Provider breakdown. Token consumption per day/tenant. Per-model cost tracking. Daily rollup.

---

## 3. How AI Voice Works — ITSM (IT Support)

Voice pipeline for internal IT support calls:

1. **Call comes in** — Employee calls via phone (Twilio SIP), WebRTC widget, or mobile app
2. **AI listens** — Advanced speech-to-text with semantic turn detection
3. **AI authenticates** — 2-factor: name recognition (fuzzy match) + badge ID (bcrypt-hashed, 3-attempt lockout)
4. **AI resolves** — Searches knowledge base, creates/updates tickets, walks through solutions using ITSM tools via MCP
5. **AI responds** — Neural text-to-speech, natural voice, streamed in real time
6. **Everything logged** — Transcript, recording, tool calls, analytics in admin dashboard

### ITSM personality
Efficient, technical, uses IT terminology. Greeting example: "IT Support, how can I help you today?"

---

## 4. How AI Voice Works — Customer Service

Voice pipeline for external customer support calls:

1. **Customer calls** — Existing support number via Twilio SIP or WebRTC widget on website
2. **AI listens** — Same speech-to-text pipeline with semantic turn detection
3. **AI identifies** — Phone number lookup in contact database + email verification. No badge IDs, no PINs.
4. **AI resolves** — Searches Help Center/knowledge base, creates/updates tickets, looks up the caller's recent tickets using CS tools via MCP
5. **AI responds** — Neural text-to-speech with warm, empathetic customer service personality
6. **Everything logged** — Full transcript, recording, tool calls, ticket actions, outcome

### CS personality
Warm, empathetic, customer-friendly language. Greeting example: "Thank you for calling Acme Support. How can I assist you?"

### Automatic caller routing
Incoming call phone number is looked up in both ITSM requester table and CS contact table. Routing happens automatically — no IVR menus. ITSM callers get the ITSM flow; customers get the CS flow.

---

## 5. Integrations

All 6 integrations are free on every plan, including Free. No coding required, no proprietary connectors, no vendor lock-in. Built on the Model Context Protocol (MCP) — an open standard (JSON-RPC 2.0 over stdin/stdout).

### ITSM Platforms

| Platform | Status | Authentication |
|----------|--------|----------------|
| Freshservice | Available | API key |
| HaloITSM | Available | OAuth 2.0 (Client Credentials) |
| ServiceNow | Available | OAuth 2.0 (Password Grant) or Basic Auth |
| Jira Service Management | Available | API token or OAuth 2.0 |

#### ITSM Voice Tools (same on every platform)

**Ticket/Incident management:**
- Create ticket — AI extracts category, urgency, description from conversation
- Add ticket note — Append caller updates to an existing ticket
- Get my tickets / get ticket — Read the caller's tickets and their status
- Close ticket — Apply resolution notes and close codes
- Reopen ticket — Reopen resolved/closed with reason
- Get ticket history — Full activity timeline
- Reassign ticket — Move between groups or agents

**Knowledge base:**
- Search KB articles — Full-text search
- Get article details — Retrieve and read content
- KB walkthrough — Guide the caller through an article step by step
- Search known errors — Query KEDB for workarounds

**Service catalog:**
- Get service catalog — List available items
- Create service request — Submit catalog request

**Assignment:**
- List groups — List available assignment groups

**Escalation:**
- Escalate to a human — Escalation ticket or live transfer

The open MCP provider also implements approval, change request and asset (CMDB) tools; these are not yet enabled for voice calls.

### Customer Service Platforms

| Platform | Status | Authentication |
|----------|--------|----------------|
| Freshdesk | Available | API key |
| Zendesk | Available | API token |

#### CS Voice Tools (same on every platform)

**Ticket management:**
- Create ticket — AI captures issue, sets priority and category
- Add note / close ticket — Append updates or close a resolved ticket
- Get ticket status — Check a ticket or the caller's recent tickets

**Customer verification:**
- Lookup contact — Identify the customer by phone number, verified by email

**Knowledge base:**
- Search KB/Help Center articles — Full-text search
- Get article details — Read content to caller

---

## 6. Pricing

All prices in EUR. All plans include 10 voice languages, all integrations, and the admin dashboard. Save 20% with annual billing. Cancel anytime.

### Homepage Pricing (4 tiers)

#### Free — EUR 0/month (forever)
- 25 voice minutes (lifetime allowance)
- AI chat widget
- Help Center
- All integrations free
- No credit card required

#### Helpdesk — EUR 24/seat/month (EUR 19/seat/month annual)
- All chat channels
- Unified Inbox
- Email Channel
- 50 KB articles included
- All integrations free

#### Voice + Helpdesk — EUR 223/month incl. 1 seat, extra seats EUR 24/seat/month (most popular)
- Full helpdesk (all channels)
- 450 voice minutes/month
- 50 KB articles included
- All integrations free
- AES256 call recordings
- Save 20% annual

#### Enterprise — Custom pricing
- From EUR 2,500/month: minimum 10,000 min/month at EUR 0.25/min voice
- Unlimited seats
- Custom SLA
- SSO/SAML
- 24/7 priority support

### Full Pricing Details

#### AI Voice Agent (standalone)

- Free: EUR 0/month — 25 voice min (lifetime), real-time AI Voice, 10 voice languages, ITSM + CS tools, community support
- Starter: EUR 199/month (EUR 159/month annual) — 450 voice min/month, call recordings (AES256), analytics, email support (24h SLA)
- Pro: EUR 499/month (EUR 399/month annual) — 1,330 voice min/month, custom voice personality, advanced analytics + export, priority support (8h SLA)

#### Helpdesk (standalone) — EUR 24/seat/month (EUR 19/seat/month annual)
- AI Chat Widget
- Unified Inbox
- Help Center
- Email Channel
- 50 KB articles included
- Pure per-seat pricing (no included seats)
- All ITSM & CS integrations
- Basic analytics

#### Voice + Helpdesk (combined)

- Free: EUR 0/month — 25 voice min (lifetime), AI Chat Widget, 10 KB articles included, 10 seats, community support
- Starter: EUR 223/month (EUR 178/month annual) incl. 1 helpdesk seat, extra seats EUR 24/seat/month (EUR 19 annual) — full helpdesk, 450 voice min/month, 50 KB articles included, all integrations, AES256 recordings, analytics, email support (24h SLA)
- Pro: EUR 523/month (EUR 418/month annual) incl. 1 helpdesk seat, extra seats EUR 24/seat/month (EUR 19 annual) — full helpdesk, 1,330 voice min/month, 100 KB articles included, all integrations, custom voice personality, advanced analytics + export, priority support (8h SLA)

#### Enterprise — Custom pricing
- Everything in Pro
- From EUR 2,500/month: minimum 10,000 min/month at EUR 0.25/min voice
- Unlimited seats
- Custom SLA
- SSO/SAML
- Dedicated success manager
- Custom integrations
- 24/7 priority support

### Add-ons
- Overage voice minutes: EUR 0.35/minute (Starter) and EUR 0.30/minute (Pro) beyond plan allowance, prepaid in 100-minute packs
- Phone number: EUR 10/month (dedicated inbound via Twilio SIP)
- Storage: EUR 5 per 10 GB/month
- KB articles: EUR 3/article via auto-refill 10-article / EUR 30 bundles beyond plan allowance

---

## 7. Use Cases

### IT Helpdesk
AI handles password resets, VPN issues, software access requests, ticket status checks, and hardware reporting. 70% of L1 calls resolved without human intervention. 60% cost reduction.

### Customer Service
AI answers order status, billing questions, product troubleshooting, return requests, and FAQ resolution. 50% of inquiries resolved automatically. 45% cost reduction.

### MSP / Multi-Tenant
Managed service providers deploy one AI agent across multiple client tenants. Per-tenant isolation, centralized billing, white-label support. Scales from 5 to 500+ tenants.

---

## 8. Technology Stack

| Layer | Technology |
|-------|------------|
| Platform | AI chat widget, unified inbox, help center, email channel |
| Voice transport | WebRTC + SIP trunking |
| Speech-to-text | Advanced STT with semantic turn detection |
| Turn detection | Semantic AI model |
| LLM | AI reasoning engine (primary + failover) |
| Text-to-speech | Neural TTS (4 curated voices, 10 languages) |
| ITSM/CS integration | Open standard protocol (MCP) |
| Infrastructure | EU-hosted cloud (Paris), managed database, caching layer |
| Mobile app | iOS + Android |
| Admin dashboard | Web-based admin panel + API |

---

## 9. Security & Compliance

- EU-hosted: AWS eu-west-3 (Paris) — data never leaves the EU
- GDPR-ready with data export and retention management
- Caller authentication: bcrypt-hashed badge IDs (ITSM), phone+email (CS)
- 3-attempt lockout on failed authentication
- Call recordings encrypted with AES256
- Per-tenant data isolation (PostgreSQL Row-Level Security; all tenants share one auto-scaled pod pool)
- K8s NetworkPolicy manifests restrict inter-pod traffic
- AWS Secrets Manager for LLM API keys (no plaintext in database)
- Attachment malware scanning via ClamAV (quarantine until cleared)
- JWT signing with dedicated secrets per audience (admin vs end-user)
- SSO/SAML for Enterprise (Google, Azure AD, Okta)
- Full audit trail for all authentication attempts
- Badge IDs never logged in plaintext

---

## 10. Mobile App

AurionAI Support — available on iOS and Android.

- One-tap voice calls to the AI agent
- Ticket tracking and status updates
- Reply to tickets with text and attachments
- Push notifications for ticket updates
- Works offline (tickets sync when reconnected)
- Corporate SSO (Google, Azure AD, Okta)

---

## 11. Competitor Comparisons

| Feature | AurionAI | Moveworks | Rezolve.ai | Freshservice Freddy |
|---------|-----------|-----------|------------|---------------------|
| Full helpdesk (chat+email+voice) | Yes | No (chat) | No (chat) | No (chat widget) |
| AI Voice | Yes (real-time) | No | No | No |
| Open standard (MCP) | Yes | No (proprietary) | No (proprietary) | No (Freshservice only) |
| Multi-platform ITSM | 4 platforms | ServiceNow-focused | Limited | Freshservice only |
| Customer service | Freshdesk, Zendesk | No | No | No |
| Free tier | Yes (EUR 0) | No | No | No |
| Self-hosted option | Yes (EKS) | No | No | No |
| EU hosting | Yes (Paris) | No | No | No (US/India) |
| Pricing transparency | Yes (public) | No (sales only) | No (sales only) | Bundled |

Detailed ITSM comparisons:
- vs Moveworks: https://aurionai.net/vs/moveworks/
- vs Rezolve.ai: https://aurionai.net/vs/rezolve-ai/
- vs Freshservice Freddy: https://aurionai.net/vs/freshservice-freddy/

### CS Helpdesk Comparisons

| Feature | Aurion CS | Freshdesk | Zendesk | Intercom | Help Scout | HubSpot Service | Front |
|---------|-----------|-----------|---------|----------|------------|-----------------|-------|
| AI copilot | Included all plans | Freddy add-on $29-35/agent | Advanced AI $50/agent | Fin $0.99/resolution | AI Drafts (Plus plan) | Breeze AI (evolving) | AI features (Starter+) |
| Voice AI | Built-in SIP+WebRTC | No (Freshcaller separate) | No (Talk is human routing) | No (third-party needed) | No voice support | No (basic calling only) | No (third-party needed) |
| Pricing model | Per-seat plans, AI included | Per-agent + AI add-ons | Per-agent + add-ons | Per-seat + per-resolution | Per-user | Per-seat, CRM-dependent | Per-seat |
| SLA management | All plans | Pro plan+ | Professional+ | Limited | No native SLA | Professional+ ($100/seat) | Growth+ (basic) |
| ITSM + CS unified | Yes | No (separate Freshservice) | No | No | No | No | No |
| EU-hosted | Yes (AWS Paris) | US/EU/India/AU | US/EU/AU | US/EU/AU | Not specified | Not specified | Not specified |

Detailed CS comparisons:
- vs Freshdesk: https://aurionai.net/vs/freshdesk/
- vs Zendesk: https://aurionai.net/vs/zendesk/
- vs Intercom: https://aurionai.net/vs/intercom/
- vs Help Scout: https://aurionai.net/vs/helpscout/
- vs HubSpot Service Hub: https://aurionai.net/vs/hubspot-service-hub/
- vs Front: https://aurionai.net/vs/front/

---

## 12. Site Map

### Core pages
- Homepage: https://aurionai.net/
- Helpdesk: https://aurionai.net/platform/
- AI Voice: https://aurionai.net/voice-ai/
- Features Hub: https://aurionai.net/features/
- Customers: https://aurionai.net/customers/
- Pricing: https://aurionai.net/pricing/
- Integrations: https://aurionai.net/integrations/
- Mobile App: https://aurionai.net/mobile-app/
- About: https://aurionai.net/about/
- Demo request: https://aurionai.net/demo/
- Contact: https://aurionai.net/contact/

### Feature pages
- AI Voice Features: https://aurionai.net/features/ai-voice/
- Helpdesk Features: https://aurionai.net/features/helpdesk/
- AI Intelligence Features: https://aurionai.net/features/ai/
- Workflow Automation Features: https://aurionai.net/features/automation/
- Integration Features: https://aurionai.net/features/integrations/
- Security & Compliance Features: https://aurionai.net/features/security/
- Analytics & Reporting Features: https://aurionai.net/features/analytics/
- Mobile & Widget Features: https://aurionai.net/features/mobile/

### Solutions (buyer personas)
- For IT Teams: https://aurionai.net/for/it-teams/
- For Customer Service: https://aurionai.net/for/customer-service/
- For MSPs: https://aurionai.net/for/msps/

### Blog posts
- Voice AI for IT Support in 2026: https://aurionai.net/blog/voice-ai-it-support-2026/
- MCP: The Open Standard for ITSM: https://aurionai.net/blog/mcp-open-standard-itsm-integration/
- Mobile App Launch: https://aurionai.net/blog/introducing-aurion-support-mobile-app/
- Mobile App Launch (French): https://aurionai.net/fr/blog/introducing-aurion-support-mobile-app/
- ServiceNow Integration: https://aurionai.net/blog/servicenow-ai-voice-integration/
- Jira Service Management Integration: https://aurionai.net/blog/jira-service-management-ai-voice-integration/
- Freshdesk CS Integration: https://aurionai.net/blog/freshdesk-ai-voice-customer-service/
- Zendesk CS Integration: https://aurionai.net/blog/zendesk-ai-voice-customer-service/
- AI-First Helpdesk Features: https://aurionai.net/blog/ai-first-helpdesk-features-2026/
- Aurion CS vs Competition: https://aurionai.net/blog/aurion-cs-vs-competition-helpdesk-comparison-2026/
- Omnichannel Support: https://aurionai.net/blog/omnichannel-support-voice-chat-email-whatsapp/

### Competitor comparisons
- vs Moveworks: https://aurionai.net/vs/moveworks/
- vs Rezolve.ai: https://aurionai.net/vs/rezolve-ai/
- vs Freshservice Freddy: https://aurionai.net/vs/freshservice-freddy/
- vs Freshdesk: https://aurionai.net/vs/freshdesk/
- vs Zendesk: https://aurionai.net/vs/zendesk/
- vs Intercom: https://aurionai.net/vs/intercom/
- vs Help Scout: https://aurionai.net/vs/helpscout/
- vs HubSpot Service Hub: https://aurionai.net/vs/hubspot-service-hub/
- vs Front: https://aurionai.net/vs/front/

### Legacy redirects (301)
- /how-it-works/ -> /voice-ai/
- /how-it-works-cs/ -> /voice-ai/

### Legal
- Privacy Policy: https://aurionai.net/legal/privacy/
- Terms of Service: https://aurionai.net/legal/terms/

### Machine-readable resources
- Sitemap (XML): https://aurionai.net/sitemap.xml
- RSS feed: https://aurionai.net/feed.xml
- LLM summary: https://aurionai.net/llms.txt
- LLM full docs: https://aurionai.net/llms-full.txt
- Agent manifest: https://aurionai.net/.well-known/ai-plugin.json

### Locales
Website in 11 languages, with all pages available in each: English (default, no prefix), French (/fr/), Dutch (/nl/), German (/de/), Spanish (/es/), Italian (/it/), Polish (/pl/), Swedish (/sv/), Danish (/da/), Finnish (/fi/), Portuguese (/pt/).

---

## 13. Contact & Business Info

- Company: AurionAI
- Email: sales@aurionai.net
- Location: Rue De La Blanche Maison 8, 1440 Braine-le-Château, Belgium
- Website: https://aurionai.net
- Demo: https://aurionai.net/demo/