Aeion Helpdesk + AI Providers
Aeion Helpdesk has six AI surfaces — Copilot (drafts replies), auto-resolution (KB-RAG), smart reply guard (intent classification), knowledge discovery (KB promotion from resolved tickets), sentiment scoring, summarization. All route through the Aeion AI gateway with per-tenant provider choice — OpenAI for fast + general, Anthropic for complex reasoning, Azure OpenAI for BAA-compliance, Bedrock for AWS-native, Vertex for GCP, Ollama for sovereignty.
AI Surfaces in Aeion Helpdesk
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Per-Provider Strengths for Helpdesk
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RAG Knowledge-Base Setup
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FAQ
Per-tenant per-AI-surface provider. Per-cost optimization. Per-compliance routing.
Per-tenant prompt-template override. Per-tenant tone-of-voice settings.
Auto-resolution uses two fixed gates — 0.85 KB-match similarity, then a 90/100 AI self-confidence check — not currently tenant-configurable. Smart Reply Guard's reply-suppression threshold is tenant-configurable (0.5-1.0, default 0.8).
Per-AI-call per-tenant cost dashboard. Per-surface budget. Per-tenant daily / monthly limits.
Per-RAG grounded in KB. Per-AI cite-or-decline. Per-AI low-confidence fallback to human.
Per-AI-resolution customer-satisfaction tracking. Per-AI accuracy metric. Per-prompt-tuning.
Per-AI-call PII redaction. Per-PII never in prompt. Per-PII separate handling.
Per-tenant Azure OpenAI / Bedrock routing. Per-tenant BAA enforcement.
Per-message language detection. Per-language AI provider. Per-language KB.
Per-tenant AI-provider retention setting. Per-tenant zero-retention option.
Per-AeionClaw `aeion-helpdesk-agent` skill. Per-Claw cross-module context.
Fin $0.99/resolution. For 1000 auto-resolutions: $990. Aeion: BYOK ~$5-20 (provider cost only).