Solace in Practice

Use cases

Solace routes, classifies and resolves support tickets across every department — from IT incidents to HR queries — so your teams spend time solving problems, not sorting inboxes.

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IT Support
Automation

Every incident, bug report, and access request — classified by severity, routed to the right engineer, and answered with a drafted response before a human opens the ticket.

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All use cases

01

IT Support

Incidents classified and routed in seconds, not hours.

Submit a ticket
Severity Classification
AI reads the ticket subject and body to assign P1–P4 severity instantly, ensuring critical incidents never sit in a queue.
SLA-Aware Routing
Tickets are routed to the correct engineering team with SLA deadlines pre-calculated, so nothing breaches without warning.
Auto-Draft Responses
A complete response draft — grounded in your knowledge base — is generated before your engineer opens the ticket. Approve or edit in one click.
02

HR & Onboarding

New hire questions and policy queries answered 24/7 from your knowledge base.

Try Onboarding AI
Onboarding AI Chat
New employees get instant answers from a conversational AI trained on your HR docs, policies, and runbooks — no ticket queue required.
Policy Q&A
Upload your employee handbook, leave policy, and benefits docs. Solace surfaces exact answers with source citations — never a hallucination.
Feedback Loop
Every answer is rated by employees. Solace learns which responses need improvement and flags outdated docs for your HR team to update.
03

Customer Success

Detect churn signals in tickets before they become lost accounts.

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Priority Routing
Tickets from high-value accounts are flagged automatically and routed directly to your success team — before the customer has to follow up.
Sentiment Analysis
AI reads tone and urgency across every ticket. Frustrated customers surface to the top of the queue — not buried under low-priority noise.
Response Drafting
Personalised draft responses go out in seconds, giving your CSMs more time to build relationships instead of typing the same replies.
04

Finance & Legal

Sensitive tickets handled with precision routing and full audit trails.

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Secure Classification
Billing disputes, legal queries, and compliance requests are classified with precision and routed only to authorised personnel — never to a general queue.
Audit Trail
Every classification decision, routing action, and response draft is logged with timestamps. Compliance reviews become a one-click export.
SLA Enforcement
Legal and financial tickets carry hard SLA deadlines. Solace escalates automatically if a deadline is at risk — before it becomes a breach.
05

Operations

Query your entire ticket history in plain English. No SQL, no dashboards.

Open Ops Analytics
Natural Language Querying
Ask "which department has the most unresolved tickets this month?" and get an instant answer. No BI tool, no analyst required.
Live Ops Dashboard
Real-time view of tickets by department, priority, and status. Spot bottlenecks as they form — not in the post-mortem two weeks later.
Vendor & Facility Requests
Procurement requests, office management, and vendor tickets routed to ops automatically — eliminating the inbox clutter that derails operational teams.

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