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.

PROPERTY & FACILITIES

An AI front desk for property & facilities management

“A tenant reports a leak at midnight. It's classified, assigned to the right contractor with a resolution time, and confirmed back — before your morning coffee.”

The situation

A portfolio of buildings generates a constant stream of small asks: a stairwell light, a fob replacement, a statement question, an elevator booking for a move. They arrive by phone, WhatsApp and email, land with whoever answers, and live in voicemails and memory.

Tenants don't expect miracles — they expect an acknowledgement, an owner and a date. It's precisely the structure informal channels can't provide.

Going live

The manager described its services — maintenance, tenant onboarding, leases, billing, common areas — and ReQuest generated the catalog with request patterns for each: fault reports, status updates, contractor access, meter disputes, amenity bookings. Every report is logged with a work-order reference, an owner and a committed response time; tenants get the confirmation informal channels never sent.

A day at the desk

● WhatsAppresolved by AI

“The stairwell light between floors 2 and 3 has been flickering for two days — now it's completely dark.”

→ Work order created, electrical contractor scheduled for the morning window, tenant informed — no office involvement.

● Emailresolved by AI

“Can you explain the maintenance-fund line on my statement? It went up by €12.”

→ Answered from the published service-charge document, with the owners' assembly minutes attached.

● Phonerouted to a human

“There's water dripping from my bathroom ceiling and it's getting worse.”

→ Classified as an emergency and paged to the on-call manager immediately — with the probable source unit flagged. Emergencies are never queued.

What stays human

Emergencies page a human, always — water, gas, power are gated to the on-call manager with the AI's dispatch summary attached. Payment plans and sublet approvals route to the people accountable for them, prepared but never auto-approved.

What changed

Every report logged with an owner and a deadline — nothing lives in voicemail
Routine tenant questions answered from published house rules and billing documents
Emergencies reach the on-call manager faster, with context
A documented trail for every unit, ready for an audit or a dispute

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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