70% of Tickets Resolved Automatically. Without Hiring Anyone.
The Level 1 Support Technician consults your knowledge base, answers standard tickets for your approval, and escalates the complex ones. Your team only works on the cases that truly require its judgment.
Premium architecture for executive control
Your Support Team Spends 70% of Its Time Answering the Same Questions
The Mountain of Tickets Burning Out Your Team
The team starts Monday with 80 new tickets from the weekend. On Tuesday there are 120. Times skyrocket. Customers get frustrated. You are paying qualified technicians to do repetitive work that a well-trained system can resolve in a high percentage of cases. And the accumulated frustration ends up affecting talent retention.
The Same Answer 40 Times a Day — Margin Destruction
A 6-month analysis of tickets in any company shows that between 60% and 75% are repeated questions with answers already in existing documentation. You are paying senior technicians to answer level-1 tickets they should never touch. That is visible, measurable margin destruction.
The Error That Costs a Strategic Client
A serious mistake in handling an important ticket can cost you a claim, the loss of a strategic client, or even an industry penalty. Meanwhile, your senior technical team is resolving level-1 tickets they should not touch, accumulating frustration and losing focus on higher-value problems.
A Support Technician Who Has Read All Your Documentation and Never Forgets
The Level 1 Support Technician is an ecosystem of sovereign agents connected to your knowledge base (technical documentation, procedures, FAQs, resolved-ticket history) and your ticketing system (Freshdesk, Zendesk, Jira Service, HubSpot, or email).
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Receives the ticket via email, web form, or integration with your ticketing system
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Classifies incident type and urgency automatically
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Searches your knowledge base for the most accurate and up-to-date solution
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Drafts the response in your company’s tone and format
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HITL: presents the proposed response for your approval before sending it
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Escalates complex tickets to your technical team with a summary of the issue and client context
"Your senior technical support staff is far too valuable to spend all day answering the same 20 questions."
HDI estimates the average cost of an L1 ticket (FAQ/documentation) at €15-€25 when resolved by a human. A company processing 1,000 tickets/month spends up to €17,500/month on that level alone. The automated L1 Technician starts at €500/month and can resolve those 700 L1 tickets without human intervention.
Source: HDI — Help Desk Institute, 2023Frictionless Integration. In Weeks, Not Months.
Knowledge base inventory
We audit your documentation: manuals, FAQs, procedures, ticket history. We identify gaps and content to index.
Ingestion and connection to the ticketing system
We index the knowledge base. We connect to your ticketing platform. We configure the classification tree.
Calibration in supervised mode
The system generates response proposals for real tickets. The team reviews and corrects them. At the end of the week we measure the acceptance rate.
Go-live in semi-automatic mode
Known ticket types go out automatically. New or complex ones go to review. Weekly meeting during the first 4 weeks.
Real Scenarios
500 tickets/week. Team of 4 people. First response: 8h.
The ticket backlog grew every week. Team frustration did too. Customers received inconsistent answers depending on who drafted them.
Implementation: L1 Technician connected to Freshdesk and an internal knowledge base with 1,200 articles.
First response: from 8h to <10min. 68% of tickets closed without human intervention.
Technical support for industrial equipment. Every ticket required travel or a video call.
The cost per ticket was extremely high. Remote diagnosis was impossible without a guided-question system based on equipment manuals.
Implementation: L1 Technician calibrated with technical manuals for all equipment and a diagnostic tree.
45% of incidents resolved remotely. −30% in technician visits in 90 days.
Why AuroraCortex
| Aspect | Standard Chatbot / Manual Team | L1 Support Technician |
|---|---|---|
Resolution without human intervention |
0% (chatbot) or 0% (manual) |
70% of tickets |
First response |
Hours during business hours |
<5 min, 24/7 |
Response source |
Fixed decision tree |
Semantic knowledge base |
Smart escalation |
No |
Yes, with full context |
Continuous learning |
No |
Yes, with every calibration cycle |
Response consistency |
Varies by agent and shift |
100% consistent with the documentation |
Supervised Mode (weeks 1-4): every answer is reviewed before it is sent. Semi-automatic Mode (post-standard calibration): known ticket types with high confidence go out automatically; new or low-confidence tickets go to human review. Always-Manual Mode: for companies that prefer the human to always have the final word. The agent works as a drafting assistant: it proposes, the human sends.
Investment and Return
Price by monthly ticket volume. The first calibration week is free.
Basic
€1,200
€500/month
Up to 500 tickets/month
Knowledge base up to 500 articles
Integration with 1 ticketing platform
Supervised + semi-automatic mode
Automatic escalation with context
Advanced
€1,200
€950/month
Up to 2,000 tickets/month
Unlimited knowledge base
Integration with 2 ticketing platforms
Multi-product / multi-brand module
Weekly metrics reports
Integrated CSAT analysis
Enterprise
Contact us
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>2,000 tickets/month
Computer vision module (attachments)
Integration with any system via API
Contract-defined SLA
Dedicated calibration team