An AI service desk that answers from your manuals: your engineers only fix.
Support Catalyst answers from everything your company knows: the manuals, the knowledge base, and the years of emails and replies your engineers wrote down. In the customer’s language, with the source, and an engineer one step away.
Bring one manual. We’ll show you the desk answering from it.
support.catalys.ai/ chatsThe same questions. Answered by the people who know the machines.
A customer emails about a fault code. Someone on the desk opens the manual, finds the section, types the answer, asks for the serial number, logs the ticket and follows up. Most of those questions have been answered before: the knowledge exists, in the manuals, in years of sent emails, and in the heads of the engineers who wrote the replies. The person answering them again is the engineer who should be in the field. The installed base keeps growing; the hours of the people who know it do not.
What the desk cannot answer, it files. An engineer answers it once. From then on the desk knows it, so the same question never reaches an inbox twice.
Your engineers only fix.
Two minutes on how Support Catalyst answers your customers from everything your team already knows, in their language, and brings an engineer in only when it is needed.
One desk, every channel, answered from what you already wrote down.
A question flows from inbox to answer without waiting for a person, and the desk knows more every week. Stages 01, 02 and 04 run on their own; stage 03 is where an engineer steps in, with the history, when the question needs one.
Email, WhatsApp, the widget, the portal: one queue, the customer and the machine already identified.
The manuals, the knowledge base, and the years of email replies your engineers wrote down: the steps and the source, in the customer’s language, with the page attached.
Safety, warranty and site visits go to an engineer mid-thread, with everything shared. The visit is booked, the spare ordered.
Every unanswered question becomes a task; the engineer answers once; the desk knows it from then on.
Eight jobs. One desk.
The work that used to fill the service inbox, done inside the conversation: read, looked up, answered, logged and followed up, so nothing waits for the one person who knows.
Operator and service manuals, the knowledge base, your website, and the years of emails and replies your engineers wrote down, imported once. Every reply shows the source it used, so a wrong answer is traced and fixed once.
Model, serial, service contract and last visit sit on the record. A customer signed in to your portal is known before they type, so the first reply is about their machine, not a machine.
A picture of the display, a voice note from the shop floor, a PDF of the old quote: read, not skipped. It sends the right page, the right diagram or the right form back.
Spare part availability, order status, the next free engineer slot: read from your ERP, your calendar or your own systems while the conversation runs. Instead of “I’ll check”, the answer.
An unanswered call to the service line gets a message within seconds, from the number they rang. The conversation continues in writing, where the fault codes and photos belong.
Chats are assigned to a person or a department, with the fewest open first. A morning summary lists what was left open and which questions the desk could not answer. Nothing sits unowned.
Connected with your own credentials, nothing installed on your systems by us. Anything not listed connects through the API or a webhook.
The manual is in English. The answer is in theirs.
The desk detects the language the question arrives in and answers in it, from documentation written in another: English, Italian, French, Polish and dozens more, switching mid-conversation when the customer does.
It never guesses on a machine, and an engineer is one step away.
It answers what is written down. When a question is not in the documentation, it says the team will confirm, files the question, and your engineer’s answer becomes part of what it knows. A person can take over any conversation mid-thread with the full history, then hand it back. It runs as your brand, so a wrong instruction in your name is the thing the architecture is built to prevent.
- ›Every reply shows the manual section it used, so a wrong answer is traced and fixed at the source.
- ›Safety, warranty and site-visit questions go to a named engineer or the service department, not a shared inbox.
- ›Test mode on a live desk, and a before-and-after of every change before it reaches a customer.
- ›Customer details can be hidden from a seat, and the model can run on your own AI key if you prefer.
Where the EU AI Act asks for it, the first reply says the customer is talking to an AI assistant. On by default, off when it does not apply.
Your service team, back in the field.
The desk reports its own numbers every morning, so you judge it on what happened, not on how the inbox feels. These are the four that matter.
Support Catalyst and Sales Catalyst run on the same foundation, each handing the other the conversations that belong to it. One inbox for the customer, one record of the account.
Diagnosis first, then the desk is built on your manuals and past conversations, tested on your own contacts, and handed over running. Your service team operates it. Scoped in a call.
Support Catalyst, asked straight.
What does Support Catalyst actually do?
It runs the service desk around your engineers: every customer question read, answered from your technical documentation in the customer's language, and logged against the customer and the machine. What it cannot answer it files for a person, and what it should not answer, such as a safety interlock, it hands to an engineer with the full thread.
Does it replace our service engineers?
No. It removes the typing around engineering. The repeat questions that sit in an engineer's inbox are answered from the manual; the faults, the visits and the judgement calls stay with people, who now arrive with the history rather than a blank ticket.
What does it answer from?
Everything your company has written down over the years: operator and service manuals, PDFs, the knowledge base, your website, and the email replies and notes your engineers wrote. Every reply shows which of them it used. When the documentation does not cover a question it says the team will confirm, files the question, and once an engineer answers it the answer is part of what the desk knows.
What about phone calls?
There is no voice channel, and we would rather say so than pretend. An unanswered call gets a message within seconds from the number the customer rang, and the conversation continues in writing, where the manual pages, photos and serial numbers belong anyway.
Which channels does it cover, and does it work with our tools?
Email, WhatsApp, the website chat widget and your customer portal, plus Telegram, Messenger, SMS, Instagram, LINE, Viber and iMessage, all in one inbox and answered by the same desk. Google Calendar, HubSpot, Salesforce, Odoo, GoHighLevel, Google Sheets, Slack and WordPress connect with your own credentials; anything else connects through webhooks and the API. Bring your own AI key if you prefer, otherwise it runs on ours.
How long does it take to install, and who runs it?
Weeks, not quarters. Diagnosis first, then the desk is built on the documentation you already have, tested on a live agent that answers only your own test contacts, and handed over running. Your service team operates it: the filed questions need a person on the other end, and that is how the installation finishes.