AI IT help desk that resolves issues end to end

An AI IT help desk is an agent that talks to employees on a call or in chat, resolves common IT requests itself, such as password resets, access requests and how-to questions, and creates and routes tickets for everything else.

The IT help desk agent works with employees: resets, access, L1 fixes and routing. Orca works with your engineers: it opens the Jira ticket, brings in on-call, runs first-pass triage and root cause analysis (RCA) across metrics, logs and deploys, and notifies on-call when the ticket closes.

Chatbots and virtual agents mostly answer questions in a chat window. NuPlay also takes phone calls and texts, completes the fix in your systems, and brings in a person only when the ticket needs one. It works alongside ServiceNow rather than replacing it.

Yes. Before any reset, NuPlay confirms it’s really the employee. It matches the phone number or Teams account to their HR record, asks a verification question your team sets, and sends an MFA push or one-time code through Okta, Microsoft Entra ID or Active Directory. Only then does it reset the password or unlock the account. Every reset is logged with a full audit trail.

Yes. It answers how-to questions, walks employees through common errors and grants access directly in SAP, Oracle, Workday and Salesforce once a manager approves, all logged as tickets.

NuPlay connects to ServiceNow, Jira and Zendesk (plus Freshservice and Jira Service Management). It also connects to business apps like SAP, Oracle, Workday and Salesforce. It reads live data and writes updates back, so tickets and records stay in sync.

Yes. Store, warehouse and field staff can call or text a regular phone number, or message in Teams or Slack. There’s no app to install and no portal to log in to.

It escalates to the right L2 team, or to the AI on-call engineer for engineering incidents. The handoff includes the employee’s details, the full conversation and every step already tried, so no one has to start over.

Yes. It raises the ticket in your IT service management tool and marks it as an incident or a service request. It also sets the category and priority and assigns the right team.

NuPlay is ISO 27001, ISO 42001, and SOC 2 Type 2 certified. Data is encrypted in transit and at rest, each environment is isolated, and your data is never used for training.

Deployments are measured in weeks, not quarters. A forward deployment engineer takes the first agent live in production and scales it across the function.