AI Powered Support Agent

The platform is made up of five modules: Auralis Autopilot (conversational AI agents for chat and messaging), Auralis Assist (AI-powered ticket management and real-time agent co-pilot), Auralis Answer (AI voice handling with transcription and sentiment analysis), Auralis Audit (automated quality scoring for both bot and human responses), and the Knowledge Center (a governed, AI-searchable source of truth for all your support content).

Autopilot deploys AI agents that understand context, intent, and sentiment to handle customer conversations end-to-end across chat, messaging, and web channels. It supports over 100 languages, learns in real time from successful interactions, and uses your existing knowledge base to generate accurate, on-brand responses escalating to a human only when the confidence threshold requires it.

Assist works as a real-time co-pilot alongside your agents. It automatically categorises and routes incoming tickets, suggests the best response or macro, flags priority cases, and surfaces relevant knowledge articles so agents spend less time searching and more time resolving. It also provides a performance analytics dashboard so team leads can track output and spot coaching opportunities.

Auralis Answer handles inbound voice interactions with AI-powered call management, real-time transcription, and sentiment analysis. Every call is automatically recorded and transcribed, sentiment is tracked throughout the conversation, and the structured output feeds directly into your help desk as a searchable ticket giving you full visibility over voice interactions alongside your digital support channels.

Audit automatically scores every interaction both AI-generated and human agent responses across accuracy, tone, policy compliance, and resolution effectiveness. This removes the need for manual spot-check reviews, gives team leads an objective and continuous view of performance, and surfaces trend data so managers can run targeted coaching rather than broad training sessions.

The Knowledge Center is a single, governed repository for all your support content help articles, SOPs, product documentation, and video content. It uses semantic search so the AI (and your agents) can find the right answer instantly, includes version control so outdated content never gets served, and actively identifies knowledge gaps based on questions that could not be answered, so your content stays current as your product evolves.

Auralis integrates with 500+ tools out of the box, including major help desks (Zendesk, Freshdesk, Intercom, HubSpot, Gorgias, Kayako, Jira Service Desk, ServiceNow, Salesforce, Pipedrive, ManageEngine, Zoho Desk), CRMs, e-commerce platforms, communication channels, and documentation tools. Any platform with a public API can also be connected through custom integration.

Auralis is certified for GDPR, SOC 2 Type II, ISO 27001, and HIPAA. All personally identifiable information (PII) is pre-processed out before it reaches the AI layer, data in transit is TLS 1.2+ encrypted, and data at rest is AES-256 encrypted. Multiple AI trust layers and data guardrails are enforced at every stage of the stack.

Auralis supports cloud-hosted SaaS, fully on-premise deployment, hybrid setups, private cloud, and custom hosting configurations. Organisations with strict data residency or air-gap requirements can run the entire platform within their own infrastructure without relying on any external cloud service.

Auralis is built on a distributed, enterprise-grade architecture with a 99.99% uptime SLA. The infrastructure includes load balancing, auto-scaling, real-time backup, disaster recovery, and multi-region deployment options ensuring the platform stays available regardless of traffic spikes or regional outages.

Auralis provides role-based access management so different team members only see and interact with what they need. It supports Single Sign-On (SSO), multi-factor authentication (MFA), session management and monitoring, and full audit logging giving IT and security teams complete visibility and control over who has access to what.

Customers report deflecting around 60% of repetitive tickets, cutting operational costs by up to 30–40%, and improving first-contact resolution rates by 55–65%. Sprint365 achieved a 6.5× ROI in just three months. TouchPoint Software reduced operational costs by 38% and saw a 55% boost in first-contact resolution. Delta Rapid 3D cut ticket handling time by 33% and increased first-response resolutions by 65%.

Most teams go live within two weeks using Auralis' done-for-you onboarding. The AI is trained on your existing knowledge base, help articles, and historical ticket data during setup. Auralis provides a staging environment to validate responses before switching live, and accuracy continues to improve automatically through reinforcement learning as new interactions come in.

Auralis is designed to enhance, not replace, your existing help desk. It layers on top of tools like Zendesk, Freshdesk, Intercom, ServiceNow, and others acting as the AI intelligence layer that makes your existing workflows faster and smarter. Your agents keep working in the same tools they already know; Auralis simply ensures every ticket, conversation, and interaction is handled more efficiently.