Aurion.AI: AI Voice Agent for IT Support and Customer Support
Aurion.AI is an SMC Consulting product offering that automates repetitive L1 support across voice, chat and email. It answers common questions, captures context, and creates or updates tickets in the ITSM or support platform you already use so users get faster help and teams protect capacity.
What is Aurion.AI
What is an AI voice agent for IT support
An AI voice agent is a conversational AI system that handles inbound support calls autonomously understanding natural language, authenticating users, resolving requests, and creating tickets without any human intervention.
Aurion.AI goes further than a chatbot or an IVR. It operates across every support channel simultaneously: voice, chat widget, email, and WhatsApp. The result is a single AI agent managing your entire L1 support workload, integrated directly into the ITSM platform you already use.
Developed by SMC Consulting ITIL v4-certified ITSM specialists with 30 years of digital transformation experience Aurion.AI is built around one principle: the 60% of L1 requests that are repetitive should never reach a human agent.
Aurion.AI extends that capability across multiple channels so the same logic can be applied consistently for phone, chat and email while your ITSM tool remains the system of record for workflows, SLAs, routing and reporting.
If you want to reinforce the ITSM foundation first, start here:
The problem Aurion.AI solves
Repetitive requests
consume support capacity
Password resets, VPN access, ticket status checks, software requests, order tracking, billing questions. These requests arrive on multiple channels and create queue pressure, backlogs, and inconsistency in answers.
Aurion.AI is designed to absorb the repetitive part of the demand and escalate with context only when needed.
Key numbers used to size the opportunity
- Repetitive L1 requests: ~60% of total volume
- Cost per human handled interaction: €15 to €25
- Annual support agent turnover: 30% to 40%
What Aurion.AI does by channel
AI Voice Agent
Aurion.AI answers inbound calls quickly and supports natural conversation. It can collect the minimum required context, apply authentication rules where relevant, guide the user through standard steps, and escalate with an actionable ticket when required.
AI Chat Widget
Aurion.AI can be embedded into an internal portal or public website to answer questions, route requests, and collect context before a ticket is created. Branding and escalation rules can follow your support model.
Email Channel
Aurion.AI can assist with support mailbox triage by classifying requests, drafting responses, and creating tickets when escalation is needed. Human agents stay in control for sensitive or complex cases.
Unified inbox and conversation continuity icon
Unified inbox and conversation continuity Aurion.AI centralizes conversations so your team can see the full context across channels, keep continuity when cases escalate, and apply consistent standards.
Help center for structured self service
Aurion.AI supports knowledge driven support. A structured help center helps reduce repeated questions and improves self resolution.
If knowledge and self service are part of your roadmap, these pages are relevant:
- AI Self Service The Future of User Support
ITSM integrations on Aurion.AI
Aurion.AI integrates with the platforms you already use
Aurion.AI is designed to connect to your existing ITSM or customer support platform, not replace it. The objective is to keep workflows, SLAs, routing and reporting in your system of record, while Aurion.AI handles repetitive conversations and request capture.
Common platforms SMC Consulting works with include:
See the Aurion.AI + HaloITSM integration
AI voice and helpdesk natively connected to Freshservice workflows
Full bidirectional ticket synchronisation with ServiceNow ITSM
Aurion.AI creates, updates, and closes Jira SM tickets via voice and chat
Customer support teams automate incoming requests through Freshdesk
Drop-in integration for Zendesk-based support operations
SMC Consulting implements and configures Aurion.AI integrations as part of your broader ITSM implementation project. Your AI agent is operational in days, not months.
Security and compliance : EU hosted, GDPR ready foundations
Aurion.AI is designed for European organizations that require clear control over data residency, encryption, access controls, and auditability.
Typical security topics to cover during evaluation:
- EU Data Residency — All infrastructure runs on AWS Paris (eu-west-3). Data never leaves the EU.
- Encrypted Recordings — AES-256 encryption at rest. Configurable retention policies.
- Caller Authentication — 2-factor voice verification. Bcrypt-hashed badge IDs. 3-attempt lockout.
- Tenant Isolation — Dedicated Kubernetes pods per customer. PostgreSQL Row-Level Security.
- Full Audit Trail — Every call, every action, every authentication attempt logged.
- GDPR-Ready — Compliant with EU data protection requirements by design.
Aurion.AI : an
SMC Consulting solution
Aurion.AI is not an off-the-shelf SaaS tool you configure alone. As the team behind the product, SMC Consulting brings 30 years of ITSM and digital transformation consulting to every Aurion.AI deployment.Our ITIL v4-certified engineers work alongside your IT and operations teams to configure Aurion. AI for your specific workflows, integrate it with your ITSM platform, and ensure it performs from day one.
SMC Consulting helps you decide:
- scope definition, use case prioritization, and escalation rules
- knowledge scope and ownership model
- integration design for ticket templates, required fields, routing and reporting
- KPI baseline and success metrics
Is Aurion.AI the right fit for you?
Aurion.AI works best in specific contexts. Here is a clear picture of where it delivers and where other priorities may come first.
- Consider this first if…
Your ITSM processes are not yet defined
Aurion.AI automates what already works. If ticket
categories, SLAs, routing rules, or escalation paths are
unclear, the right starting point is an ITSM
implementation project we can help with that first.
Your primary need is a knowledge base,
not automation
If users mainly need self-service access to articles and
documentation, a structured help centre may deliver
more value before adding an AI voice layer.
You are still evaluating your support model
If you are unsure whether to insource, outsource, or
restructure L1 support entirely, it is worth defining that
model first. Aurion.AI should slot into a clear support
strategy, not replace one that doesn't exist yet.
You need fully custom AI development
Aurion.AI is a production-ready product with structured
configuration. If you need a bespoke AI architecture built
from scratch, that is a different engagement talk to us
and we will advise honestly.
- Aurion.AI is a strong fit if…
Your team handles a high volume of repetitive L1 requests
Password resets, access requests, ticket status checks, software
requests if these account for more than 30% of your
support volume, Aurion.AI is built for exactly this.
You already use an ITSM or helpdesk platform
Aurion.AI connects natively to HaloITSM, Freshservice,
ServiceNow, Jira Service Management, Freshdesk, and Zendesk.
No migration, no disruption your ITSM stays the system of record.
You need automation across voice, chat, and email not
just a chatbot
If your users reach you by phone as well as digital channels,
Aurion.AI handles real inbound voice conversations
autonomously, alongside chat and email, in a single unified inbox.
Your organisation is based in Europe or operates
under GDPR
Aurion.AI is fully EU-hosted on AWS Paris (eu-west-3), with
AES-256 encryption, tenant isolation, and GDPR-compliant
data handling built in from day one. You want to go live in days,
not months SMC Consulting manages the full deployment from
scope to go-live so your team is never left to configure and
maintain it alone.
Not sure where you stand?
Book a 30-minute call with an SMC Consulting specialist. We will assess your current setup and tell you honestly whether Aurion AI is the right next step or what is.
Pricing
Start free and scale when ready
Aurion.AI offers a free tier so teams can validate the experience before expanding across channels and volume.
Ready to automate repetitive support requests
See Aurion.AI in action or speak with an SMC Consulting specialist about integration with your ITSM platform.
FAQ
What is Aurion AI?
Aurion.AI is an AI voice agent and helpdesk platform developed by SMC Consulting. It automates IT and customer support across voice, chat, email, and WhatsApp — integrating directly with ITSM platforms such as HaloITSM, Freshservice, ServiceNow, and others.
Who developed Aurion AI?
Aurion AI is a proprietary product developed by SMC Consulting, a digital transformation consultancy specialising in ITSM, workflow automation, and AI integration since 1995.
Which ITSM platforms does Aurion AI integrate with?
Aurion AI offers native integrations with HaloITSM, Freshservice, ServiceNow, Jira Service Management, Freshdesk, and Zendesk. All integrations are included on every plan at no additional cost.
Is Aurion AI GDPR-compliant?
Yes. Aurion AI is EU-hosted (AWS Paris, eu-west-3), uses AES-256 encryption at rest, and is built for European data protection requirements from the ground up.
Can Aurion AI handle voice calls in multiple languages?
Yes. Aurion AI supports real conversations in 11 languages with sub-second response latency across inbound calls, chat, email, and WhatsApp.
What does SMC Consulting do as part of an Aurion AI implementation?
SMC Consulting manages the end-to-end deployment: ITSM platform integration, AI configuration for your workflows, user authentication setup, and go-live support. Our ITIL v4-certified engineers ensure Aurion AI is operational and delivering results from day one.
How is Aurion AI different from a standard chatbot or IVR?
Unlike IVR systems or basic chatbots, Aurion AI handles natural language, authenticates users, resolves requests autonomously, creates and updates tickets in your ITSM platform, and operates simultaneously across every support channel voice, chat, email, and WhatsApp in a single unified inbox.
What is the cost of Aurion AI
Aurion AI provides a free tier and paid plans. For current plan details:
External: View Aurion AI pricing
