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.

PROFESSIONAL SERVICES

An AI front desk for professional services firms

“Clients ask the same five questions between meetings — deadlines, documents, fees. Today, your fee-earners answer them personally.”

The situation

In a law, accounting or consulting firm, the people answering routine emails are the same people who bill by the hour. What documents do I need, when is the filing deadline, what does this line on the invoice mean — every answer is correct, personal, and expensive.

New enquiries suffer the opposite problem: they wait. A prospective client who emails on Friday afternoon hears back on Tuesday, after the partner surfaces from a deadline.

Going live

The firm described its service lines and published the documents clients ask about — engagement guides, document checklists, fee schedules, filing calendars. ReQuest generated the catalog and request types: document requests, deadline questions, billing queries, new-engagement enquiries — the routine answered instantly, the valuable routed fast.

A day at the desk

● Emailresolved by AI

“What documents do you need from me for the annual accounts?”

→ The published checklist sent within minutes, tailored to the client's engagement type.

● Webresolved by AI

“We're a 40-person company looking to switch accountants — can someone talk to us this week?”

→ Qualified as a new engagement, routed to the right partner with the enquiry summarised — same hour, not next Tuesday.

● Emailrouted to a human

“Given the new rules, should we restructure before year-end?”

→ Advice is a gated request type: routed to the engagement partner with the client's context prepared. The AI never gives professional advice.

What stays human

The line is drawn where liability begins: anything that constitutes advice is gated to a qualified professional. The AI handles logistics — documents, deadlines, scheduling, billing explanations — and prepares the context so the professional's first minute on a matter is productive.

What changed

Fee-earner hours reclaimed from routine correspondence
New enquiries answered and routed the same hour — first impressions kept
Consistent answers from the firm's own published guidance
Advice stays where it belongs: with the professionals

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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