Empeiro

A help desk with live chat and a team of AI assistants. Works on its own; connects to Microsoft 365.

The assistants answer new tickets first, in a live conversation, and hand them to one of your IT people when they need a person. Your agents see every conversation and can step in at any moment. The assistants are optional. Connect your own AI provider when you want them; without one, Empeiro is a complete ticketing platform with live chat, a queue, a knowledge base, assets and reports.

Join early access See how it works

Both are planned for early access: connecting Microsoft 365 (sign in with Microsoft, your directory and your SharePoint lists), and starting your help desk without Microsoft 365, with email sign-in and invitations. Until then early access organizations connect Microsoft 365.

Live chat

One conversation, seen from both sides.

The person who needs help writes as they would to a colleague. With the assistants on, one answers in seconds; either way your agent sees the same thread beside the ticket's details, live.

An agent's view of a ticket in Empeiro: the conversation between the requester and the assistant, with the ticket's status, priority and system beside it
The agent's view: the conversation with the ticket's details beside it.
The requester's view of the same conversation in Empeiro, with the assistant's reply
The requester's view of the same conversation.

Knowledge base

Help written about your company, not a generic manual.

Your help articles come from your own solved tickets: the problems your people actually run into, with your printers, your software and your setup, and the fixes your IT team actually used. The knowledge writer drafts them from finished tickets (if you connect an AI provider), or an agent turns a solved ticket into an article with one click, and nothing is published until someone on your team has reviewed it. So when your people search Help, the quick answer they get is about your company.

The requester's Help page in Empeiro with a quick answer from the best-matching article
Help, as a requester sees it, with the quick answer.
The drafts for review in Empeiro's knowledge base, written by the knowledge writer from finished tickets
Drafts for review, written from your IT team's own words.

The team of assistants

Assistants with faces, names and jobs.

Each assistant has one job. Front line assistants talk with people, troubleshoot, and hand off. A knowledge writer reads finished tickets and drafts help articles for your review. A queue manager watches the queue and acts only within the permissions you tick. A scheduler offers live sessions with your agents. You choose whether assistants carry a "virtual agent" tag; it is on by default.

The Assistants list in Empeiro: each assistant with a face, a name, a role and its job
The Assistants list: faces, names, roles and jobs.

Your agents in charge

The human agent supervises. The assistants are dispatched.

  • Take over any conversation an assistant is handling, in one click, and hand it back when you're done.
  • Loop in anyone in your organization to read the conversation and reply.
  • Notes for IT that the requester never sees.
  • Act on many tickets at once from the queue: assign, set status or priority, or dispatch to an assistant.
The Empeiro queue with three tickets selected and the batch bar at the bottom offering assign, status, priority, dispatch and note
The queue with three tickets selected and the batch bar.

Assets

Know which device the ticket is about.

Keep your inventory in Empeiro: who has what, check-outs and check-ins with their history, and a CSV import to start. Every ticket shows the requester's devices.

The asset inventory in Empeiro: tag, description, category, site, who has it and status
The inventory.
The Devices block on an Empeiro ticket, listing the requester's checked-out devices
The Devices block on a ticket.

Reports

Reports you understand at a glance.

A plain sentence on top saying what the numbers mean, then every measure as a chart against the period before: tickets, first response, time to resolve, what the assistants resolved, and by system, department, agent and device.

The Reports page in Empeiro: a summary sentence, then charts of tickets, response and resolution times against the period before
The Reports page, with the sample organization's eight months of tickets.

Privacy, plainly

What happens to your organization's data.

The assistants are optional. Connect your own AI provider when you want them; without one, Empeiro is a complete ticketing platform with live chat, a queue, a knowledge base, assets and reports.

  • Your tickets stay in your Microsoft 365. Once your organization connects Microsoft 365, tickets and conversations are kept in your own SharePoint lists. Planned: start your help desk without Microsoft 365, with email sign-in and invitations; until then early access organizations connect Microsoft 365.
  • If you connect an AI provider, only a first name reaches it. Before anything is sent, last names, email addresses, phone numbers and your own ID formats are taken out of the text.
  • If you connect an AI provider, it is your own, with your own key. An organization that wants the assistants connects its own provider (OpenAI, Claude, Gemini, Azure OpenAI, or a model it runs itself), after its administrator agrees to what is sent.
  • If you connect an AI provider, pictures go only with consent. A picture goes to an assistant only when the person ticks "Let the assistant look at this" on that picture.
  • Encrypted at rest and in backups. Keys and secrets are encrypted, and backups are encrypted and kept off the server.

The details are in our privacy policy.

Early access is free.

We're inviting organizations a few at a time. Tell us about yours and we'll write when there's room.

Join early access See the plans