Sold by: Persistent Systems
EchoDesk is a voice-first, Agentic AI service desk accelerator built on AWS that helps enterprises automate Tier 1 IT support requests such as password resets, account unlocks, ticket creation, ticket status checks, guided troubleshooting, and knowledge lookups. Powered by Amazon Bedrock, Amazon Nova Sonic, Amazon Connect, and ServiceNow integration, EchoDesk enables 24x7 employee support with natural conversational voice and enterprise-grade automation.
Overview
Modernize Enterprise IT Service Desk with Voice AI and Agentic Automation
EchoDesk is a voice-first, Agentic AI service desk accelerator designed to transform traditional IT service desks into autonomous, employee-friendly, and cloud-native support experiences on AWS.
Powered by Persistent's Voice-Enabled Service Desk Automation Framework, EchoDesk uses Amazon Bedrock Multi-Agent Collaboration, Amazon Nova Sonic, Amazon Connect, ServiceNow, and Amazon Cognito to automate high-volume Tier 1 IT support requests such as password resets, account unlocks, ticket creation, ticket status inquiries, guided troubleshooting, and knowledge lookups.
EchoDesk is designed for enterprises, Global Capability Centers, shared services organizations, and distributed IT support teams where employee experience, 24x7 support availability, faster resolution, and cost-to-serve optimization are strategic priorities.
Service Capabilities
• Discovery and Value Assessment
- Service desk maturity assessment
- Top call-driver analysis
- Automation opportunity mapping
- Business case and rollout roadmap
- Voice-first user experience readiness review
• EchoDesk Deployment and Enterprise Integration
- Multi-agent architecture using Amazon Bedrock Multi-Agent Collaboration
- Voice channel integration using Amazon Nova Sonic and Amazon Connect
- ServiceNow, BMC, and Jira Service Management integration
- Identity integration using Amazon Cognito and enterprise identity providers
- RAG knowledge base, memory management, and audit trail implementation
• AI and Agentic Intelligence
- Agentic routing, planning, execution, and evaluation workflows
- Input guardrails and scope controls
- PII redaction and secure response handling
- Self-correcting feedback loops
- Continuous intent, dialog, and knowledge tuning
• Managed Services
- L1-L3 SLA-backed operational support
- Continuous knowledge base optimization
- Proactive monitoring and governance
- Enhancement releases and new use case build-out
• Training and Enablement
- Service desk lead and admin enablement
- Change management for employee adoption
- Best-practice workshops for Agentic AI in ITSM
Key Business Benefits
• Automate eligible Tier 1 IT service desk requests • Reduce mean time to resolution for automated intents • Improve employee experience with natural voice-based support • Reduce repetitive workload for service desk teams • Enable 24x7 multilingual support for distributed workforces • Support secure and compliance-ready IT support operations • Improve operational efficiency across enterprise IT service management
Typical Use Cases
• Autonomous Tier 1 IT service desk for enterprises and GCCs • Password reset and account unlock workflows • Voice-driven ticket creation, status check, and updates • Guided troubleshooting using enterprise knowledge bases • ServiceNow and ITSM workflow automation • MACD workflows such as user provisioning and access changes • Multilingual employee support for global service desks • Voice-first agent assist and knowledge automation for L1 and L2 support teams
AWS Services and Marketplace Products
EchoDesk relates to AWS services including Amazon Bedrock, Amazon Nova Sonic, Amazon Connect, Amazon Cognito, Amazon CloudWatch, AWS managed security services, and AWS Marketplace private offer delivery.
Why Persistent Systems
Persistent Systems is an AWS Premier Tier Services Partner with deep expertise in cloud, AI, customer experience, employee experience, and enterprise modernization. EchoDesk combines Persistent's Agentic AI frameworks, reusable service desk automation blueprints, and AWS-native architecture to help enterprises modernize IT support operations with measurable business impact.
Key Differentiators
• Voice-first Agentic AI service desk experience • Built on Amazon Bedrock Multi-Agent Collaboration and Amazon Nova Sonic • Enterprise integration with ServiceNow, BMC, Jira Service Management, and identity platforms • RAG-powered knowledge automation and guided troubleshooting • Secure architecture with authentication, guardrails, PII handling, and audit trails • Designed for enterprises, GCCs, shared services, and global IT operations
Highlights
- Voice-first Agentic AI service desk powered by Amazon Bedrock Multi-Agent Collaboration, Amazon Nova Sonic, Amazon Connect, and Persistent's EchoDesk framework.
- Automates Tier 1 IT support workflows including password resets, account unlocks, ticket creation, status checks, guided troubleshooting, and knowledge lookups.
- Designed for enterprise-scale IT service desk modernization with secure authentication, RAG knowledge automation, audit trails, and 24x7 employee support.
Details
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Delivery method
Deployed on AWS
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Support
Vendor support
Persistent Systems provides implementation, onboarding, integration, and operational support services for EchoDesk deployments on AWS.
Support includes solution setup, Amazon Bedrock and Amazon Connect configuration, Amazon Nova Sonic voice experience enablement, ServiceNow or ITSM integration, enterprise identity integration, knowledge base setup, RAG configuration, workflow tuning, monitoring guidance, and ongoing optimization support.
Support Coverage:
• Solution onboarding and implementation support • Amazon Bedrock Multi-Agent setup guidance • Amazon Nova Sonic and Amazon Connect configuration support • ServiceNow, BMC, or Jira Service Management integration support • Enterprise identity integration support • Knowledge base and RAG configuration support • Troubleshooting and operational support • Continuous optimization and enhancement recommendations
Support Website: https://www.persistent.com
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