01
Audio, VPN, printing, Outlook
These are some of the problems employees bring to IT. When your team has a written procedure for one of them, Solvue follows it.
Built for the repeat tickets.
Solvue sees the employee's screen, says the next step out loud and marks the control to use. The employee does every click, and Solvue writes a short record for IT.
The time these tickets cost.
02
Waiting in the queue
While a ticket waits in the queue, the employee often cannot work. Solvue is built to help at the employee's own screen, without waiting for a technician.
03
Users can't describe it
A ticket that only says the computer doesn't work gives the technician nothing to start from. Solvue sees the screen, so the employee doesn't have to describe their setup.
04
Closed tickets that come back
A ticket closed before the problem is really fixed comes back. The record says whether a check on the laptop confirmed the fix, or only the employee did.
One problem, from first words to record.
Move through the demo with the next-step button, or click the control Solvue marks.
You
Nobody in the meeting can hear me.
Solvue
I'll look at the screen with you, and we'll fix it together.
An example walkthrough with sample screens.
How a fix works.
Everything happens in one spoken conversation, at the screen where the problem is.
- 01
The employee talks
The employee presses Get help and says what is wrong, in their own words. Solvue answers by voice, one step at a time, and the employee can interrupt it at any point, as they would interrupt a colleague.
- 02
It looks
Solvue sees the screen only during the session, and a small bar on screen shows when it can see. End session ends it at any time.
- 03
It points
Solvue says the next step out loud and draws a box around the button or setting to use, on the employee's real screen. The employee does every click.
- 04
It checks
Solvue reads the state of the laptop, such as the microphone level, the print queue or the Wi-Fi connection. A fix counts as checked only when that check passes. Otherwise the record says so.
- 05
It writes the record
Each session ends with a record with fixed fields, such as the problem type and the outcome. If the employee presses Send, a short note that describes the problem is added.
How a pilot works.
- 01
It starts with a demo on one real problem your service desk sees often.
- 02
Then we agree with your team which problems Solvue may guide, which written procedures it follows and where the cases it cannot fix go.
- 03
Then the pilot runs for 60 days with one department, on the problems agreed in step 2.
A record written for your team.
For a problem that needs a person, Solvue is built to give your team the case already described.
Example ticket records
| Ticket | Problem | Outcome | What shows it |
|---|---|---|---|
| SV-1042 | Audio, microphone | Check passed | Microphone input level |
| SV-1041 | Printing, stuck print job | Check passed | Print queue empty |
| SV-1040 | Outlook, search not working | Employee confirmed | No device check possible |
| SV-1039 | VPN, cannot connect | Handed to IT | See Note for IT below |
Note for ITWi-Fi connectedInternet reachableVPN sign-in tried again, same errorHand-off reasonNeeds admin rights: VPN certificate renewal | |||
Check passed
A device check on the laptop passed after the fix.
Employee confirmed
The employee says it works, but no device check was possible.
Handed to IT
Solvue could not fix it and handed it to the IT team.
What Solvue sees, and what it keeps.
The employee's laptop
- Voice
- Screen
- Device checks
Visible for the whole session.
Sent only during a session
The AI service providers
- Understand the voice and the screen
- Find the control to mark
A typed record only
Built to go to your ticket tool
- Problem type
- Number of steps
- Outcome
- Check result
A note for IT only if the employee sends it.
Started by the employee
Solvue runs only after the employee presses Get help. It never starts on its own.
Always visible
A small bar stays on screen while Solvue can see. The employee can end the session at any time.
Nothing recorded
Solvue keeps no recordings, no screenshots and no transcripts of sessions.
The employee clicks
Solvue says the next step out loud and marks where to look.
No passwords
Solvue never asks for a password. Sign-in and password problems go to the IT team.
What's in the record
The record holds no voice and no screen images.
The note for IT
Personal details are removed by fixed rules first. The employee reads the note and chooses to send, edit or not send.
No scoring of people
Solvue doesn't rate or rank employees, doesn't watch between sessions, and doesn't try to read emotions.
A data processing agreement is part of any pilot. The details are in the privacy policy.
Bring one real IT problem.
Name one problem your desk sees every week, and watch Solvue guide it on screen.
- 01We reply by email to find a time.
- 02If it fits, we plan a pilot with your team.
Your request has arrived.
We'll reply by email to find a time for the demo.
To add anything, write to [email protected].
Questions.
Will staff get help before a technician is free?
For some problems, Solvue is built to help without waiting for a technician. Anything that needs admin rights, an identity check or a person goes to your team.
Is the record built for our service desk tool?
Solvue is built to send the record to service desk tools such as ServiceNow, Jira Service Management, Freshservice and Zendesk. None of these connections works yet.
What happens to the voice and the screen?
During a session, the voice and the screen images go over encrypted connections to AI service providers, which understand them and find the control to mark. Solvue keeps no recordings, screenshots or transcripts.
Does it run on Windows laptops?
Yes. A Windows version runs today and is in final testing before pilots. Voice on Windows is still to be tested. Solvue also runs on Mac.