What is ReQuest DESK?

ReQuest DESK is an AI-first service management platform. You describe what your organisation does — or point it at a document — and it builds your service catalog, classifies every incoming request across email, chat, WhatsApp and voice, and routes each one to the right owner with a committed resolution time.

How is it different from a traditional service desk or an AI chatbot?

Traditional platforms make you configure the catalog by hand over months. AI-augmented tools bolt a chatbot onto an existing ticket form. ReQuest is AI-first: the catalog generates itself from your own documentation, and AI classification is the core of the request flow — not an optional add-on.

How long does it take to go live?

Days, not months. The AI Builder session, catalog review and portal configuration can typically be completed in a single working day, and the platform delivers value from the first day of operation.

Do I need an IT team or technical specialists?

No. ReQuest removes the specialist configuration burden entirely — the AI does the work that consultants and administrators have always had to do by hand.

Which channels does it support?

Web portal, embedded chat widget, WhatsApp and other messaging apps, and voice (transcribed). Every channel produces text, which the same AI classifier processes identically.

How does it avoid wrong answers or hallucination?

Every request is matched against your own service catalog and knowledge base and confirmed with a confidence score, so answers come from what you actually offer. The platform routes anything outside known patterns to a human with context.

What is the AI allowed to do on its own?

Only what you grant. Autonomy is set per request type and per resolution step — the AI can own a step, hand it to a human, or wait behind an approval gate. High-stakes actions like refunds, policy exceptions or clinical questions are typically gated: the AI prepares everything, a human approves. Full autonomy is a switch, never a default.

Does it integrate with the systems we already use?

Yes — through connectors and skills. Connectors let the desk act inside your existing tools (calendars, CRMs, billing, ticketing) so your systems stay the source of truth. Skills package how to operate one of your systems or procedures — teach it once, and every request type that needs it can use it.

Can it handle bookings and scheduling?

Bookings are built in. Appointments, resources and time slots are first-class: the desk offers times, books them, and absorbs reschedules.

No. It works for salons, clinics, facilities teams, professional services, trades and local government just as well as IT — any organisation that delivers defined services.

Does it work for MSPs managing multiple clients?

Yes. A single deployment supports multiple scoped catalogs through the service registry — one platform, N clients, each with its own branded portal.

Priced for access, not for enterprises — no six-figure license and no implementation tax. Start with a pilot and go live in days, then scale as your service layer grows.

LOCAL GOVERNMENT & EDUCATION

One front door for local government & education

“Citizens report issues, book facilities and chase permits through one front door — and case workers see only what genuinely needs them.”

The situation

A municipality or school serves everyone, on every channel, about everything: a broken swing, a meeting-room booking, a permit question, a form that won't submit. The volume is high, the questions are predictable, and the staff answering them are the same people processing the cases.

Public service adds a requirement business doesn't always have: everything must be on the record — who asked, when, who owned it, and how long it took.

Going live

The organisation described its services and published its guidance — opening hours, permit requirements, booking rules, fee schedules. ReQuest generated the catalog and put one front door in front of it: web, email and phone all feed the same classifier, every request gets an owner and a committed response time, and every action lands in an audit-ready record.

A day at the desk

● Webresolved by AI

“The playground gate on Cesta 14 is broken — it won't close.”

→ Logged, classified to facilities maintenance with a work order and a response commitment; the citizen gets a reference number and updates.

● Emailresolved by AI

“What do I need to submit for a terrace permit, and how long does approval take?”

→ Requirements and timeline answered from published guidance, with the application form attached.

● Phonerouted to a human

“I want to appeal the decision on my application.”

→ Appeals are gated: routed to a case worker with the file summarised. Decisions about people are made by people.

What stays human

Discretion stays human. Appeals, exceptions and anything touching an individual's rights are gated request types — the AI assembles the file and the history, and a case worker decides. The audit trail is built in, not bolted on: every request carries its classification, owner, timestamps and resolution.

What changed

One front door across web, email and phone — no more channel lottery
Predictable questions answered instantly from published guidance
Committed response times citizens can see
Audit-ready records for every request, by default

Sounds like your desk? See it on your services.

Describe what you do — a working catalog and portal, live in days. No enterprise contract.

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