The Trilogy DESK AI agent
An AI agent that actually resolves conversations.
Not a deflection bot. Your agent reads each message, finds the answer in your knowledge base, and responds — resolving most conversations on its own and handing the rest to your team with full context.
From incoming message to resolved — automatically.
Understand
It reads the customer's message and works out what they actually need.
Ground
It finds the answer in your knowledge base — no made-up responses.
Resolve
It replies in your tone and closes the conversation, or routes it to a human if it isn't confident.
Answers from your content, not the open internet.
The agent only answers from the knowledge base you control. That's what keeps replies accurate, on-brand, and safe to send. Update an article and the agent's answers update with it.
Full autonomy on the routine. Clean handoff on the rest.
You decide how much the agent handles. It resolves the questions it's confident about end to end, and escalates anything uncertain to your team — with the full conversation and context attached, so no one starts cold.
You're always in charge of what it does.
Review what the agent is resolving, adjust what it handles, and keep a human in the loop wherever you want one. Every AI conversation is visible in the same inbox your team already uses.
Every article you add makes it smarter.
Because the agent answers from your knowledge base, improving your content directly improves its resolution rate. Your reporting shows you exactly where to focus.
See exactly what your AI agent is doing.
Track how many conversations it resolves, how fast, and how satisfied customers are — with CSAT ratings on AI-handled conversations, right alongside your team's.
Frequently asked questions
Everything you need to know about getting started with Trilogy DESK.