Rezolve.ai VoiceIQ · AI voice agent for the IT help desk: AI voice support for password resets, tickets, and status checks on the fly
Rezolve.ai VoiceIQ enables phone-as-a-channel for employee support. It verifies who they are, resets passwords in Okta or Entra ID, logs and triages tickets, answers the question, and hands-off to a human only when required - 24/7, with no phone menu.
A locked-out employee, an identity check and a reset, all on one call. The ticket is logged and closed before they hang up.
What callers use it for: What callers use it for?
Autonomously finishing calls that fill a help desk queue every day.
Password resets and account unlocks
The single biggest source of help desk calls. VoiceIQ checks who is calling, then resets the password or unlocks the account in the identity provider while the caller waits. No ticket in a queue, no agent on the line.
Tickets, triaged on the call
The issue is logged with category, priority and a summary written from the conversation, so it lands in the right queue with right context.
initial triageAnswers from your knowledge
How-to questions answered from the knowledge your team has approved. If the answer fixes it, the call ends there.
grounded answers“Where’s my ticket?”
Callers get the status of their open tickets read back to them, without waiting for an agent to look it up.
ticket updatesService requests by voice
Software, access and equipment requests taken in conversation, with only the missing details asked for.
catalog requestsHuman-in-the-loop when required
The ticket is created first, then the call goes to a person, with the summary, transcript and ticket ID in front of them before they pick up.
warm handoffRecognizes returning callers
Someone calling back about an open ticket is offered to pick it up where they left off, instead of starting again.
caller recognitionIn action: Rezolve.ai VoiceIQ in action
Status check. Read straight from the ticket.
Service request. Asks only for what's missing.
The numbers: Uplifting help desk numbers
Rezolve.ai VoiceIQ elevates the help desk metrics that matter for employee experience.
First call resolution
Resets, answers and status checks end on the call instead of becoming a ticket and a callback.
Calls answered 24/7
Nights, weekends and Monday-morning spikes are answered straight away, with no after-hours voicemail.
Fewer abandoned calls
No hold queue and no phone menu for a caller to give up on.
Humans on the hard calls
People take the calls that need them, already briefed, instead of repeat resets.
On the record: Every call, on the record
Watch live calls, review every call with its outcome, sentiment and transcript, and see how much the AI resolved.
Illustrative figures.
Setup: Voice AI setup the way your desk works
Routing and identity
- Departments, with AI intent routing between them
- Company name and greeting the caller hears
- Choice of voice, previewed before saving
- Vocabulary for your product names and acronyms
Conversation rules
- Off-topic and unsupported-request policies
- Auto-detects the caller's language and replies in it
- Ticket language and transcript translation
- Returning-caller window: ask, continue or ignore
Human handoff
- Teams CCaaS conference (AI + human) or direct transfer
- Ticket created before transfer
- Warm-handoff webhook with summary and transcript
- Retry rules and a fallback number
Connects to the systems the call needs
Identity, ticketing and scheduling, each configured and tested from one Connections page.
- Answered 24/7, no phone menu
- Caller recognition by number
- Live call monitor
- Call logs with outcome and sentiment
- Full transcripts on every call
- Voicemail fallback
- Audit log
- Platform keys for integrations
Compared: Compared with a manned help desk phone line
| Typical help desk phone line | Rezolve.ai VoiceIQ | |
|---|---|---|
| Getting started | “Press 1 for…” menus, then a hold queue | Say what you need, in your own words |
| Password resets | Wait for an agent, or a ticket and a callback | Identity verified and reset on the call in Okta or Entra ID |
| After hours | Voicemail, handled next business day | Answered 24/7 |
| Ticket status | An agent looks it up | Read from the ticket on the call |
| Reaching a person | Cold transfer; the caller repeats everything | Ticket first, then a warm handoff with summary and transcript |
| What gets recorded | Agent notes, if any | Ticket, transcript, outcome and sentiment for every call |
Calls become tickets that are triaged the same way as every other channel. See AI incident management and conversational service request management.
Straight answers: FAQs for Rezolve.ai VoiceIQ (AI voice agent)
What is an AI voice agent for the IT help desk?
An AI voice agent answers the IT help desk phone line and handles the call itself: it understands what the caller says, takes the action in the right system, such as a password reset or a new ticket, and hands off to a person only when one is needed. VoiceIQ is Rezolve.ai's AI voice agent for IT and employee support.
What is conversational IVR?
Conversational IVR replaces "press 1 for…" phone menus with natural speech. The caller says what they need in their own words and the system works out the intent. VoiceIQ goes a step further than routing: it resolves the request on the call where it can, and routes only what needs a person.
Can an AI voice agent reset passwords?
Yes. VoiceIQ resets passwords and unlocks accounts in Okta and Microsoft Entra ID, with identity verification before any change, such as a Duo push. Password resets are usually the biggest single source of help desk calls, so this is where most teams start.
How does VoiceIQ verify who is calling?
VoiceIQ recognizes callers from their number and matches them to their employee record. Before a sensitive action such as a password reset, it runs the identity check your team configures, and callers who are not recognized can be asked for their name and email before a ticket is created.
What is first call resolution, and how does VoiceIQ improve it?
First call resolution (FCR) is the share of calls resolved during the first contact, with no callback or follow-up. VoiceIQ raises it by finishing the most common calls on the line: password resets, status checks, how-to answers and standard requests, instead of logging them for someone to call back.
What happens when a caller needs a human?
VoiceIQ creates the ticket first, then transfers the call. With a Teams CCaaS conference the AI stays on the line with the agent to pass context; with a direct transfer it connects the caller straight to the agent. Either way the agent receives the call summary, transcript and ticket ID before picking up.
Which languages does VoiceIQ support?
VoiceIQ detects the caller's language and replies in the same language. Tickets can be written in the language your team works in, and the full transcript can be translated to English before it is attached.
Does VoiceIQ work with ServiceNow or Jira?
Yes. VoiceIQ logs and updates tickets in Rezolve.ai's own ITSM, or in ServiceNow or Jira through Rezolve.ai's AI and automation layer, so teams that stay on their existing ITSM can still put VoiceIQ on the phone line.
Ready when you are: Start resolving tickets autonomously.
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