The AI did the work.
You make the call.
Humans never start from scratch. Every escalation carries the AI's full reasoning, actions, and context.
The human sees every system the AI queried, every policy it applied, and why it stopped. No raw conversation to parse.
Knowledge base articles and data the AI used, with confidence scores. No searching required.
AI and human actions in a single timeline. Every step traceable, every decision logged.
One system, not two
AI agent and Desk share the same workflows, knowledge base, and audit trail. One system.
Same playbooks, same steps. When the AI pauses, the human picks up from that exact point.
Every human resolution feeds back to the AI. Over time, the AI handles more autonomously.
The AI starts supervised, earns trust, and gradually resolves more on its own. Desk is the cockpit.
AI resolution rate, escalation rate, confidence trends, handoff time. One dashboard for the full AI + human picture.
Per-seat pricing is over. Pay $0 per seat, forever.
Purpose-built for human agents
AI Copilot
Suggestions, summaries, knowledge search. Built into every ticket.
AI-aware routing
Routes by confidence and escalation type. Right ticket, right agent.
Exception inbox
Only what needs human attention. Filter by confidence, channel, reason.
50+ language translation
Agents and customers in their own language. Brand terms preserved.
AI agent resources
Human Initiated Proactive Email in Desk: Reach customers first, without leaving your support queue
Stay ahead of customer issues with proactive emails—send updates on delays, downtime, or billing changes directly from your Desk dashboard.
Desk Glossary: Translation without rules is just expensive guessing
Brand names, job titles, compliance terms, regional variations—every industry has language that can't be left to guesswork. Now you control exactly how it translates.
Customizable post-chat CSAT survey
Not every business measures satisfaction the same way. Take control of customer feedback with customizable post-chat CSAT surveys that are tailored to your brand, your rules, your channels.
Desk FAQs
Common questions about Desk, AI agent integration, and pricing.
Desk is an AI-powered helpdesk designed from the ground up for AI-native resolution. The AI agent and Desk share the same workflows, knowledge base, and audit trail. It's one system where AI resolves end-to-end and humans handle exceptions, not a legacy helpdesk with a copilot bolted on.
There are no per-seat fees for Desk. Unlike traditional helpdesk software, when AI resolves the vast majority of conversations, charging per human seat is a relic. You pay for AI resolutions through your delight.ai plan. Desk, the human workspace, is included at no additional cost.
When the AI hits an approval gate or a confidence threshold, it escalates to Desk with full context: the AI's reasoning chain, every action it took, the knowledge base articles it surfaced, and customer sentiment. The human reviews the AI's work and makes the final call.
Yes, Desk works as a standalone helpdesk. But it's purpose-built for the AI-first model: exception handling, AI context panels, shared audit trails. Using it without the AI agent is like buying a cockpit without the plane.
In-app chat, email, WhatsApp, SMS, Facebook Messenger, Instagram, and Twitter/X. All managed from a single inbox with unified routing and context that carries over from the AI agent.
Real-time monitoring of the hybrid AI + human system: AI resolution rate, human escalation rate, average handoff time, AI confidence trends, CSAT, first response time, and volume by channel. Exportable as CSV with date and team filters.
