When we talk about a help desk, the first thing that comes to mind is a fairly familiar process: someone reports a problem, it is assigned to an engineer, who analyzes it, solves it, and finally closes the case. A simple cycle that, with a few additional steps, has worked well for years.
At Gen3sis, we believe that it is not about starting from scratch, but about improving what already works. We want the help desk to be more agile, more efficient, and, above all, more human. To achieve this, we have found the perfect ally in artificial intelligence: it does not replace the engineer, but works alongside them, like an “extra hand” that multiplies human capabilities.
AI as a complement to the engineer
The key is to add, not subtract. With AI, we incorporate two additional steps that strengthen the traditional process:
- A living, optimized database
Each case and each resolution is recorded in a repository designed to be easily consulted by AI. This not only organizes knowledge, but also transforms it into a tool available to everyone, enriched with each experience. - A joint analysis: engineer + AI
The engineer assigned to the case no longer works alone. They now have the support of an AI agent that reviews previous cases, identifies patterns, and suggests possible solutions. This support allows for faster and easier resolution of problems that might otherwise become complex.
What do we gain from this?
- Agility in response: we find known solutions in a matter of seconds.
- Valuable documentation: each case strengthens the database and nourishes both the AI and the engineers.
- Better results: the union between human experience and technology achieves faster, more accurate, and more relevant responses.
ResolutIA: where innovation comes to life
This entire approach is embodied in ResolutIA 3.0, our product designed to revolutionize the help desk. It evolves day by day, learning alongside our engineers and growing with each new case.
At Gen3sis, we believe that the future is not about choosing between humans or machines, but about making them work together to offer a more complete, reliable, and human service.
Daniel Amarillo
Gen3sis Help Desk Engineer
