Phoenix47, a global IT infrastructure service organisation, is launching an AI-powered knowledge agent designed to help organisations deliver faster, more consistent and more resilient IT support.
Trained on five years of real world support calls and built around an organisation’s internal knowledge, systems and processes, Fusion47 creates a single, trusted source of truth and delivers accurate, context specific and operationally aligned support case resolutions based on how an organisation actually works. It understands how issues have been fixed before, where common pitfalls occur and how to guide engineers through resolution step-by-step. In this way, it augments and upskills IT support teams instead of replacing them.
Phoenix47 estimates that the AI agent makes support teams up to 65% more efficient by improving Time to Fix (TTF) and Mean Time to Repair (MTTR) and reducing reliance on expensive legacy platforms. Seamless integration with Microsoft technologies and enterprise platforms such as ServiceNow, Jira, SAP, Microsoft Teams and Slack enables it to act as a centralised knowledge brain that retains institutional knowledge regardless of staff turnover.
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