Capture
Every request—chat, email, voice, or form—becomes one structured case with the customer, history, and urgency attached.
Book a Demo LUMITALK AI HELP DESK
An AI help desk that organizes, investigates, acts, and closes.
LumiTalk runs every support request as a structured case—24/7, in 70+ languages: it captures the context, works inside the 270+ platforms your team already uses, completes approved steps, and routes only the exceptions that need human judgment.
Live demo line · a working help desk agent
(986) 249-0330
Try: “Where is my ticket—any update on my order issue?”
- ✓finds the case
- ✓works the fix
- ✓logs the record
No signup, no sales rep — just call it.
LUMI · WORKING NOWExample
Request“I’m locked out of my account — I can’t get in to reset it.”
- ✓Verified the requesterIdentity confirmed by policyOkta
- ✓Opened the requestAccess issue, triaged as urgentZendesk
- ✓Reset the passwordReset link sent to verified deviceSlack
- ✓Restored accessPermissions re-enabledYour CRM
- ✓Closed the ticketResolved and taggedZendesk
Resolved end to endExample · access restored end to end
What is an AI help desk?
An AI help desk is an AI agent that receives support requests from chat, email, voice, SMS, and social channels, classifies urgency and intent, gathers customer and account context, performs approved actions inside connected business systems, documents every step, and routes only the escalations that require human judgment—working 24/7 in the languages your customers speak.
The help desk is one slice of the LumiTalk product line. If your queue leans conversational, start with the AI customer service agent; if it lives in an inbox, see the AI email agent.
FROM REQUEST TO RESOLUTION
Every case follows a clear operating path.
LumiTalk does not simply summarize tickets. It advances the work and leaves a complete record behind.
Understand
Lumi classifies intent and priority, gathers account and order context, and identifies exactly what is missing.
Act
Approved actions run inside your real systems: orders, billing, access, returns, CRM, and knowledge tools.
Close
The outcome is confirmed with the customer and the complete record—evidence, actions, result—is written back.
ONE REQUEST · START TO CLOSE
Watch one messy request become a clean, completed case.
A customer reports a damaged replacement. LumiTalk gathers proof, checks policy and inventory, creates the new shipment, and prepares the final confirmation.
“The replacement bag arrived cracked too—I really need it before Friday.”
Ava · 9:14 AM · Chat, photo attachedLUMI
I’m sorry the replacement arrived damaged as well. I’m checking the photo, the order history, and what I can still do before Friday.
“Please don’t make me ship two boxes back.”
Ava · 9:16 AM · ChatLUMI
You won’t. A new bag ships priority tonight—delivered before Friday at no charge—and I’ve emailed a note so you can recycle the damaged ones. You’re all set.
- 1Intake captured
Damage photo, order and replacement history, and the delivery deadline pulled into one case.
- 2Evidence reviewed
The photo confirms the damage and matches the replacement policy—no back-and-forth required.
- 3Inventory located
Same item found at a nearby fulfillment center with confirmed Thursday delivery.
- 4Replacement created
Priority shipment #4821-R created at no charge; carrier pickup confirmed in the system.
- 5Follow-up scheduled
Tracking sent by chat and email; an automatic delivery check runs Friday morning.
Resolved · closed without agent intervention
The complete record—transcript, evidence, actions, and outcome—was written back to the help desk and CRM.
HIGH-VOLUME HELP DESK WORK
Give LumiTalk the help desk work your team repeats every day.
Start with a defined set of high-volume cases and expand as policies, integrations, and confidence grow.
Ticket triage and routing
Classify intent, priority, and language on arrival; deduplicate threads and route every case to the right queue or workflow.
Order and delivery issues
Investigate delays, damaged items, and missed scans; reserve replacements, adjust deliveries, and keep customers informed.
Billing and invoice support
Explain charges, retrieve invoices and balances, correct approved errors, and route disputes with the evidence attached.
Account and access help
Verify identity, reset passwords and access, update permitted account details, and flag suspicious activity for review.
Returns and refunds
Check policy and eligibility, create returns and labels, issue in-policy refunds, and confirm each outcome in writing.
Case documentation
Keep a complete, consistent record of every conversation, verification, action, and result—written back automatically.
The same operating path covers IT-style requests. Password resets, access and permission requests, and account lockouts are verified, triaged, and either completed under policy or routed to the right owner with full context—so internal queues get the same treatment as customer ones.
Order-status volume deserves its own playbook: see the guide on reducing WISMO tickets with AI. Scheduling-heavy queues get the same treatment, with appointments booked, confirmed, and reminded automatically.
A BETTER STARTING POINT FOR PEOPLE
When a human is needed, the case arrives ready—not raw.
LumiTalk prepares the issue, customer history, work already completed, unresolved decision, and a recommended next action before routing the case. For the thinking behind this pattern, read our guide to designing the AI-to-human handoff.
CASE SUMMARY
Wholesale customer requests a refund above the policy threshold after a third late delivery this quarter.
ALREADY COMPLETEDNEEDS HUMAN JUDGMENT- Refund exceeds auto-approval limit
Requested $840; policy allows up to $250 without approval.
- Contract terms in play
Customer references an SLA credit clause in their agreement.
- Retention risk flagged
Third escalation in 90 days on a $40K annual account.
Recommended: approve a $420 credit and a dedicated delivery window
Based on refund history, contract terms, and comparable resolutions this quarter.
PERMISSIONS AND GUARDRAILS
Define what Lumi can complete, confirm, or route.
Plain policies become clear operating boundaries for every help desk agent.
Approved, low-risk actions
- Order status and tracking updates
- Password and access resets
- Known-issue troubleshooting
- Return label creation
- Case notes and documentation
Consequential customer decisions
- Refunds within policy limits
- Plan changes and cancellations
- Address and account updates
- Replacement shipments
- Fee and charge adjustments
Judgment, exceptions, and approvals
- Policy exceptions and disputes
- Refunds above threshold
- Legal, safety, or compliance issues
- High-value account risk
- Anything Lumi cannot verify
THREE WAYS TO RUN A QUEUE
AI help desk agent vs. ticketing automation vs. human-only queue.
Category-level differences—so you can decide where each approach fits your support operation.
| What you’re comparing | AI help desk agent | Ticketing-system automation | Human-only queue |
|---|---|---|---|
| Coverage | 24/7, every channel, 70+ languages | Rules fire around the clock, but only on triggers someone predicted | Limited to staffed hours and queue depth |
| What happens to a new request | Investigated and worked as a case from the first message | Tagged, routed, and answered with a macro or canned reply | Waits in the queue until an agent opens it |
| Actions in your systems | Performs approved actions—orders, billing, access, returns—inside the tools you already use | Mostly field updates, assignments, and status changes | Every action is manual, one system at a time |
| Escalation quality | Routes exceptions with a complete brief: evidence, work done, and a recommended next step | Forwards the raw ticket with whatever the customer typed | Depends on the notes each agent leaves behind |
| Handling volume spikes | Absorbs surges without adding headcount; humans keep the judgment calls | Deflects some volume, then dumps the rest on the team | Backlog grows; response times stretch |
| Record of work | Every conversation, verification, and action logged automatically | Logs rule executions, not the reasoning or the outcome | Documentation quality varies by agent and workload |
Connected customer service
Use approved knowledge, live business context,
and an AI agentic layer — not isolated chatbot answers.
LumiTalk brokers every conversation across your channels and apps,
using real-time data and workflows to take action and respond with the right context.
AIOne AI agent · Understands · Plans · Acts · Responds
AI agentic layer
Live orchestration across every conversation
◎UnderstandDetect intentReturn request detected
⌘DecideSelect toolsPolicy + Shopify selected
ϟActRun workflowExchange order created
▤RememberUpdate contextCustomer history updated
▱RespondSame channelConfirmation sent by SMS
Now
Return request detectedPolicy + Shopify selectedExchange order createdCustomer history updatedConfirmation sent by SMS
↪Channel
input
input
⠿App
actions
actions
♢
Guardrails & governance
Approved knowledgeSecurityComplianceAudit logs
▤ Real-time context engine
MEASURE WHAT MATTERS
Evaluate the help desk by resolution—not by message volume.
Track whether requests were understood, actions were correct, handoffs were useful, and customers received a confirmed outcome.
Resolution quality
Was the customer's actual request completed correctly—and did the case stay closed?
Time to resolution
How long did the whole case take, from first message to confirmed outcome?
Action accuracy
Were approved system actions performed and recorded exactly as policy defines?
Knowledge gaps
Which missing articles, policies, or data sources prevented a complete resolution?
WORKED IMPLEMENTATION
See the escalation design worked end to end on a Shopify store.
Not a vanity metric page—an implementation walkthrough. It shows, step by step, how a Shopify customer-service escalation is designed: the policy boundaries, the verification steps, the approved actions, and the brief a human receives when judgment is required.
AI HELP DESK FAQ
Direct answers for support and operations leaders.
What is an AI help desk?+
An AI help desk is an AI agent that runs support requests as structured cases instead of leaving them in a queue. It receives requests from chat, email, voice, SMS, and social channels, classifies urgency and intent, gathers customer and account context, performs approved actions inside your business systems, documents every step, and routes only the escalations that require human judgment.
How is LumiTalk different from traditional help desk software?+
Traditional help desk software stores, routes, and reports on tickets. LumiTalk works the ticket itself: it classifies urgency and intent, gathers customer and account context, performs approved actions across your business systems, documents every step, and routes only the exceptions that require human judgment.
Can LumiTalk work with an existing help desk?+
Yes—that is the intended design. LumiTalk is not a replacement ticketing system; it sits on top of your existing help desk software—Zendesk, ServiceNow, Salesforce, or your CRM—and does the work in it. It reads and updates cases through approved integrations, so your queue, history, and reporting stay exactly where they are; your team simply sees more cases arriving already worked.
Which tickets should an AI help desk handle first?+
Start with high-volume, well-defined requests: order and delivery issues, account and access help, returns and refunds, and billing questions. These have clear policies and measurable outcomes, so you can verify quality quickly before expanding the agent's scope.
How does LumiTalk escalate unresolved cases?+
Escalation rules consider policy limits, risk, sentiment, repeated failure, and customer value. When a case routes to a person, it arrives as a complete brief: what happened, what was verified, what was already completed, the open decision, and a recommended next action.
Does the help desk support voice, email, and chat?+
Yes. LumiTalk handles chat, email, SMS, voice, and social messages as one continuous case, so a customer can start in chat and follow up by phone without repeating anything—and every channel writes to the same permanent record.
How many languages does the AI help desk support?+
LumiTalk supports 70+ languages. It detects the customer's language automatically, holds the whole conversation in it, and writes the case record back to your systems in the language your team works in—no separate queues or translation steps.
Can it handle internal IT-style requests like password resets?+
Yes. Requests such as password resets, access and permission changes, and account lockouts follow the same operating path: LumiTalk verifies the requester, completes the steps your policies approve, and triages and routes everything else to the right owner with full context attached.
What does setup look like?+
Setup starts narrow: connect your help desk and business systems through approved integrations, translate your policies into the autonomous / confirm-first / route-to-team boundaries, and go live on one high-volume request type. Once quality is verified against real cases, you expand the agent's scope request by request.
How does billing work?+
You can start on a free tier and evaluate LumiTalk with a 14-day trial. Paid plans are a flat monthly subscription—no per-ticket or per-resolution metering—so cost stays predictable as the agent takes on more of the queue.
START SMALL · PROVE IT · EXPAND
Choose one high-volume request. Define the outcome. Let Lumi close it end to end.
We’ll shape LumiTalk around your queue, policies, systems, and the escalation rules your team already trusts.
From the blogAll articles
AI ReceptionistWhat Is an AI Receptionist? A Plain-English Guide7 min read 
Real EstateSpeed to Lead: Why the First 5 Minutes Decide the Deal8 min read 
SubscriptionAI Customer Service for Subscription Ecommerce8 min read 
Property ManagementAI Assistant for Property Managers: A Buyer’s Guide8 min read 
Med SpaHow to Reduce Med Spa No-Shows Without Nagging Clients8 min read 
Estate PlanningAnswering Service for Estate Planning Attorneys8 min read