Support backlog
The same low-complexity questions take time away from customers who need real help.
IT Automation
AI virtual assistants for routine support, with people in the loop
Give customers and staff a faster first response for common requests while keeping sensitive decisions and complex conversations with your team.
Routine supportTicket triageDefined escalation
Remote services are available across Canada where suitable. Ontario is our initial focus, with on-site work by arrangement within approximately 150 km of Hamilton.
Support without losing the human hand-off
The assistant resolves routine requests and prepares context for the support team.
01
Request received
A customer message or internal ticket arrives through a supported channel.
02
Routine resolution
Approved answers and simple actions are handled using documented business information.
03
Human review
Complex or sensitive tickets are assigned with a summary and suggested next step.
Problems we help solve
Practical outcomes for the work that slows you down
After-hours gaps
Requests received outside working hours wait until someone is available to triage them.
Inconsistent answers
Different team members may describe policies, hours or next steps in different ways.
Features and capabilities
What is included in a scoped engagement
Knowledge-grounded answers
Responses draw from approved documents and business information, with reviewable sources.
Ticket triage
Requests can be categorised, prioritised and routed before a person opens them.
Internal help desk
Routine staff questions about systems, forms and processes can be handled consistently.
Escalation and summaries
Staff receive context, not just a forwarded message, when a conversation is handed over.
Industries and use cases
Where this service can help
These are relevant use cases. We distinguish potential fit from verified client experience and only reference work where evidence exists.
Professional services
Client questions about documents, appointments and next steps can be answered consistently.
Software and technology teams
Internal support requests and onboarding questions can be triaged before reaching a specialist.
Education and training
Common enrolment, schedule and resource questions can be handled from approved information.
How it works
A clear process from discovery to ongoing support
Map the workflow
We document the task, the people involved, the systems used and the decisions that need human judgement.
Choose the simplest fit
A rule-based workflow, a chatbot or an AI agent is selected based on the task, data sensitivity and total cost.
Implement with controls
We connect approved systems, define escalation paths and test failure handling before launch.
Review and refine
Where included, we review conversations, automate further steps and adjust the scope as the business changes.
Complementary services
Related ways Proxen can help
FAQs
Frequently asked questions
Is this the same as an AI receptionist?
They overlap. Reception work focuses on inbound calls and enquiries. A virtual assistant can also support written channels and internal requests.
Can it access our help centre?
Approved knowledge sources can be used where the selected platform supports them. Access and update ownership are agreed during scoping.
How do we keep answers accurate?
We define approved sources, review dates and escalation rules. Content ownership stays with your business.
Can it create tickets?
It can connect to supported help desk or CRM workflows. The exact actions are limited to what the integration allows.
Book a consultation
Tell us what you need ai virtual assistants & customer support to do for your business
We will review the scope, systems involved and practical next steps. No obligation, and any fees or third-party costs will be discussed before work begins.