AI assist
Faster triage, drafts and QA
Practical AI on the ticket page — triage suggestions, draft replies, conversation summaries, sentiment and a one-click QA check against your own quality rules. Assist actions are always suggested and never sent for you; an optional AI Gatekeeper can also screen new requests and ask requesters for missing details, clearly marked as AI. Every prompt is anonymized before it leaves the platform, and usage is billed transparently.
Included
Why it matters
Suggest priority, product and the right team without ever auto-applying
Draft replies, summarise threads and QA-check outgoing messages before they send
Screen new requests with an optional AI Gatekeeper, with every prompt anonymized before it leaves the platform
What's included
Triage & routing
Suggests priority, product and team, with an optional auto-assign strategy by workload.
Draft & summarise
Generates editable draft replies and short summaries of long conversations.
Sentiment & QA check
Shows customer mood and evaluates draft replies against your quality rules.
AI Gatekeeper
An optional virtual technician screens new requests — including screenshots and log files — and, when key details are missing, replies to the requester in their own language with exactly what to add, clearly marked as AI. Off by default, with per-team opt-outs.
Always-on data protection
Before any prompt leaves the platform, emails, phone numbers, IP and MAC addresses, IBANs, card and VAT numbers and secret tokens are deterministically replaced with placeholders — no AI involved, so it can never leak — and restored in the answer.
Usage-based credits
Runs on your chosen AI provider and bills a shared credit ledger, refusing cleanly when exhausted.
Ready to see it in action?
Talk to our team and we'll tailor Xcellerate OPS to how your business works.
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