Meet Bob
Bob and the fleet take the repetitive work, so a human can work your tickets.
Bob is a fleet of AI agents, not one employee. They run the backend and handle the repetitive requests around the clock, so the person working your support ticket has time to listen, think and solve. Each agent has its own job, and they hand work to each other the way a team does. A person approves anything that changes your systems or goes to your customers.
Illustrative. These are the kinds of steps Bob takes; names and times are made up.
Who does what
People for the people part. A fleet for the rest.
Good support needs someone who listens. It should not need that person to spend the morning on work a machine can do. So we split it.
| A human | Bob and the fleet | |
|---|---|---|
| Your support tickets | A technician who knows you listens, decides and solves. | Prepares the facts and does the routine steps. |
| Behind the scenes | Reviews what matters and approves the changes. | Watches, patches, backs up and checks around the clock. |
| Repetitive requests | Handles any that are unusual and signs off the rest. | Does them the same way every time, previewed first. |
| Decisions that matter | Always a person. | Proposes, and waits. |
| Being on site | A technician comes to you. | Gets them there with the problem already understood. |
The clock starts early
Work starts at minute 0: the moment a ticket is logged.
However you ask, your request becomes a ticket, and from that moment the fleet is working. It does the first part straight away, so the human who picks it up starts ahead, and the first thing you hear back is useful.
You ring with a problem.
The clock starts when your request becomes a ticket. From that moment the fleet is working, so when a human picks it up, there is nothing left to wait for.
Meet the fleet
Specialists, not a single chatbot.
One agent trying to do everything does most of it badly. Each of these has one job, its own memory of what it has been taught, and the same rules as the rest. More join as we build them.
Bob Nimbus
Answers questions, routes requests to the right specialist and keeps everyone on one page.
Dana Relay
Reads every new ticket, sets priority and passes it to the right agent or technician.
Owen Sentry
Watches monitoring, investigates alerts and fixes the routine ones by script, dry run first.
Tessa Keys
Handles tenants, mailboxes, licences, sign-ins, and starters and leavers.
Paige Turner
Reads our documentation and your onboarding notes, so answers match your setup.
Vera Proof
Reviews closed tickets, sends work back with a reason, and teaches the fleet from it.
Jennifer Skye
Answers the line, captures leads and gets the right person on the call.
Bob on every desk
The little icon on your screen, and what it does.
Most people do not know who to call, so they struggle or send an email that sits unread. The Bob icon puts the whole fleet one click away, right where the problem is.
Help is one click away.
A small Bob sits in the corner of the screen, faded until the mouse comes near. People never have to remember a phone number or an email address. They click, and pick what they need.
Try it on the screen to the right: move over the icon and click it.
Submit a ticket
A short window with the person's name and computer already filled in, and an option to include a picture of their screen.
Ask Bob to fix it
Bob opens the ticket, picks a fix from a short list of safe ones, says what he is about to do, runs it on that computer, and closes the ticket when the person confirms.
Chat with a technician
Bob asks the team who is free. A technician takes the chat with the ticket, the computer and the story already in front of them.
Send my screen
In a chat, the person can send a picture of their screen to the technician, and it is attached to the ticket.
Out of the way when needed
The icon fades until the mouse comes near. People can hide it until tomorrow, or keep it minimized, and it comes back whenever they want it.
If Bob cannot fix it
The person is not left hanging. It goes to a technician with the whole conversation attached, so nobody has to explain it twice.
Watch them work together
One request, several agents.
Pick a situation and see who does what. Where a step needs a person, it stops and waits. Approve it, or decline and see nothing change.
A service stops on a server at 2:14 AM.
Four agents touch it, each doing its own part. A person is only needed for what is not routine.
Press “Watch it work” to see each step, in order.
What the fleet does
What the fleet takes off your technician's plate.
This is not a chatbot bolted onto a help desk. The agents work inside the same tools our technicians use, under the same rules, so the human on your ticket can focus on you.
Prepare every ticket first
Before your technician opens a ticket, the fleet has checked it against monitoring data, the machine's history and your documentation, so they start with the facts.
Run the backend
Monitoring, patching, backup checks and security watching happen around the clock, without anyone having to remember to do them.
Handle the repetitive requests
Starters and leavers, licences, phone greetings and routine fixes follow the same steps every time, with a dry run first and a person approving changes.
Close what clears on its own
When an alert has cleared and stayed clear for 30 minutes, it is closed with a plain-English note, so it never lands on a person's desk.
Draft, never send alone
Customer updates and setup plans are drafted and held for a person to approve.
Learn from corrections
Tell an agent to do something, or to stop doing it, and it remembers. A rejected proposal teaches it too.
One set of rules
Many agents, one gate.
Every agent runs on the same platform, so the approval gate, the secrets and the audit trail live in one place. Adding an agent never means adding a new way around the rules.
- Approval gate
- anything that changes a system waits for a person
- Dry run
- every change is previewed before it is made
- Deletion
- never; customer data is not deleted
- Audit trail
- every action, by which agent, on the ticket
- Autonomy
- earned one action at a time, a person promotes it
- Pause
- the fleet, or any one agent, can be switched off
How much freedom each agent gets
Autonomy is earned, one action at a time.
A new capability starts in propose mode. Only after people keep approving the same action does it graduate, and a person makes that call.
Works well with
Related services.
AI RMM
Monitoring that fixes the routine
Read more →AI Development
Agents built for your business
Read more →Managed IT Services
Everything we run for you, in one place
Read more →Offices near our locations in Florida, Colorado, Connecticut and Georgia, and someone on site anywhere in the country. All managed IT services.
Put the fleet on your tickets.
Book a discovery call and we will map where Bob, the AI RMM and the AI receptionist take work off your team first.
(888) 851-0237