Reduce support workload by resolving the majority of common customer enquiries before they ever reach your service desk. The Tier-1 Support Deflection Agent delivers accurate, knowledge-grounded responses, automates repetitive support tasks, and ensures customers receive instant assistance 24/7—while your support team focuses on complex, high-value cases.
Built and fully managed by Omnifys, every deployment includes strategy, implementation, monitoring, optimisation, and ongoing support.
What it does
Knowledge-grounded answers
Delivers accurate, context-aware responses using your approved knowledge base, FAQs, product documentation, internal guides, and support articles. The agent only answers from trusted sources, reducing misinformation and ensuring consistent customer support.
Account-aware troubleshooting
Authenticates users and securely accesses relevant account information to provide personalised support. It can check subscriptions, order status, licences, account settings, service history, and other customer-specific data to resolve issues faster.
Ticket creation with full context
When a request requires human assistance, the agent automatically creates a support ticket containing the complete conversation history, customer details, troubleshooting steps already performed, and recommended next actions—eliminating the need for customers to repeat themselves.
Deflection analytics
Provides real-time insights into ticket deflection rates, resolution times, escalation trends, customer satisfaction, and common support topics. These analytics help identify optimisation opportunities and measure the ROI of your AI support operations.
How it works
1. Discovery & Workflow Assessment
We analyse your current support processes, identify automation opportunities, and define success metrics.
2. AI Configuration
The agent is configured using your knowledge base, workflows, escalation policies, and integrations.
3. Multi-LLM Intelligence
Each request is intelligently routed across 15+ leading Large Language Models, selecting the optimal model for accuracy, speed, and cost efficiency.
4. Supervised Pilot
Before full deployment, the solution is tested alongside your support team to validate responses, refine workflows, and optimise performance.
5. Production Deployment
Once approved, the agent operates continuously with monitoring, governance controls, security guardrails, and configurable human handoff.
6. Continuous Optimisation
Omnifys continuously monitors performance, updates knowledge sources, improves workflows, and optimises model routing to maximise business value.
Why Omnifys
Omnifys is a joint product of Omni Academy & Consulting (MHSG Consulting Group), helping organisations accelerate digital transformation since 2010 across the USA, Canada, and the Middle East.
Unlike standalone AI software, we deliver a fully managed service—from strategy and implementation to monitoring, optimisation, and long-term support—ensuring your AI solution continues to improve as your business evolves.
Every deployment includes:
- SLA-backed managed services
- End-to-end implementation
- 15+ LLM intelligent routing
- Enterprise monitoring
- Ongoing optimisation
- Dedicated support