Qalam Desk
An AI helpdesk that drafts the reply and routes what it should not answer alone.
What it does
Qalam Desk drafts from your own help centre and past resolved tickets, in English or Arabic, and hands the agent a reply to approve rather than a blank box. What it is not confident about, it routes instead of guessing.
Everywhere teams put it to work.
The full set, not a highlight reel. Each one is live in production somewhere.
Drafted replies
Writes the answer from your documentation and previously resolved tickets, with the sources listed underneath.
Intent routing
Reads what the customer actually wants and sends it to the queue that handles it, not the one named in the subject line.
Bilingual handling
Answers in the language the customer wrote in, and keeps the register consistent between English and Arabic.
Escalation prediction
Flags the tickets heading for a complaint while there is still time to change the outcome.
Duplicate and merge
Spots the same customer opening the same issue in three channels and joins the threads.
Knowledge gap reports
Tells you what customers keep asking that your documentation does not answer.
SLA risk alerts
Warns on the tickets about to breach, ranked by consequence rather than by clock alone.
Macro suggestions
Proposes a new saved reply when it notices the team writing the same answer by hand.
What you actually get.
The decisions already made for you, and the ones deliberately left to you.
Grounded in your help centre
It answers from your content or it says it cannot. There is no general-knowledge fallback inventing a policy you do not have.
The agent stays in control
Drafts are proposals. Nothing reaches a customer without a person sending it, unless you explicitly turn that on per queue.
Arabic that reads natively
Right-to-left throughout, with the numerals, dates and honorifics a customer expects rather than a translated English reply.
Measured on resolution
Reporting is built around tickets actually resolved, not deflection rates that only prove customers gave up.
Where it plugs in.
Built to sit beside the systems you run today. Anything missing here is an integration we write, not a reason to replatform.
- Gmail
- Outlook
- Slack
- Zendesk
- Intercom
- Webhooks
Have something worth building?
Tell us the outcome you're after. We'll bring the team that owns it end to end.