IT Support AI Assistant

Helpdesk teams are overwhelmed by repetitive queries about password resets, software installation, and access rights. Instead of waiting for a human agent, your users get immediate, accurate answers drawn directly from your existing documentation and intranet content.

Edwin integrates seamlessly into your current workflow, acting as a first line of defence that never sleeps. It resolves common technical issues instantly while capturing contact details for complex cases, ensuring no user is left stranded and your support staff can focus on high-value problems.

What it handles

Questions your visitors actually ask

Password resets

Automate responses to common authentication issues and reduce helpdesk load.

Software access

Guide users through permissions and application requests using your internal wiki.

Hardware faults

Provide troubleshooting steps for common device issues before escalating to ITAM.

Policy queries

Instantly answer questions about remote working, data security, and acceptable use.

Ticket deflection

Resolve tier-one queries automatically, reducing the number of calls and emails received.

Lead capture

Collect user details for complex issues, allowing your team to follow up efficiently.

How it works

Live in three steps

1. Crawl

Point Edwin at your URL. It crawls your pages and builds a knowledge base automatically.

2. Configure

Start from the IT Technical Support template, tune the name, greeting and colour, and correct anything with your own FAQ and overrides.

3. Embed

Paste two lines into your site. The widget goes live instantly.

<script>window.EdwinConfig = { client: 'YOUR_TOKEN' };</script>
<script src="https://console.edwin.chat/widget/widget.js" defer></script>

Plans start at £19/mo — see full pricing.

FAQ

Common questions

Edwin is trained exclusively on the content you provide, such as your internal knowledge base, SOPs, and FAQ pages. It does not use public internet data, ensuring answers are accurate to your organisation.

Edwin is designed to resolve tier-one queries. For complex issues requiring human intervention, it captures the user's contact details and summarises the issue, allowing your support team to take over efficiently.

Edwin focuses on answering questions from your website content and capturing contact details. It does not directly integrate with ticketing software or manage bookings; it serves as a front-end communication layer.

Yes, Edwin uses your own website content. You control the source material, ensuring that only approved, secure information is used to generate responses for your users.

Ready to answer every IT Technical Support enquiry, day or night?

Start your 14-day free trial and see Edwin answer from your own content in minutes. No credit card to start.

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