Omnichannel AI Service Desk that significantly reduces the workload on your team

OwlDesk combines intelligent ticketing, AI assistance, automation, and omnichannel communication within a unified service platform. Email, phone, chat, forms, WhatsApp, and other channels are managed through a single interface, providing employees with a consistent view of customer interactions. Its built-in AI supports employees across key service processes, while automation handles repetitive tasks and streamlines workflows.

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Made in Germany

Developed by ThinkOwl in Germany for professional customer service and voice automation. Backed by more than 30 years of experience in AI, automation, and customer service.

MadeinGermany

Secure European Infrastructure

Hosted in German data centers in Frankfurt am Main. Role-based access, encryption, audit logs, and certified security standards support secure use, even in regulated industries.

secure infrastructure

Omnichannel support: All inquiries are managed centrally

OwlDesk brings customer inquiries from all channels into one central helpdesk, where they are organized and handled as tickets or cases. Service teams have all the relevant information in one place, helping them resolve issues faster, more consistently, and with less effort.

Overview of key features

AI assistance for support teams

Automatic analysis of incoming inquiries
AI-based responses and solution suggestions
Consistent tone and quality

Intelligent ticket and case management

Central Omnichannel Inbox (email, chat, forms, social media)
Automatic prioritization and routing
Transparent status and SLA overview

Knowledge management and self-service

Central knowledge base
AI-powered use of existing knowledge
Reduced ticket volume through self-service

Automation of workflows and processes

Rule-based and AI-driven workflows
Automated processing of standard inquiries
Escalation to humans when necessary

Analysis and reports

Real-time dashboards for monitoring
Analysis of ticket volume, resolution times, and trends
Foundation for continuous optimization

Easy integration and modular expansion

Seamless integration with existing IT infrastructures such as CRM, ERP, etc.
Customizable setup for the admin dashboard
Modular AI platform approach

Our customers say it best

"Our travel experts should be using their expertise to help customers, not spending their time on administrative tasks. OwlDesk takes care of the routine work and brings customer communications together, so our experts have the time and information they need to respond faster, provide personal assistance, and create a better travel experience.”

Fred Buchberger

Managing Director, MfG.Travel

“Fast and efficient customer support is essential to keeping our customers satisfied. ThinkOwl has helped us speed up the way we process support requests while reducing the amount of routine work for our team. The time saved allows our employees to focus more on individual customer needs and provide a more personal level of service. For us at Atlatos, that is a real benefit in our daily work.”

Esther Stehning

Managing Director, Atlatos GmbH

“By switching from our email response system to ThinkOwl’s AI-powered omnichannel service platform, we reduced our response times by more than 38 percent within just a few weeks. The integration was completed on time and within budget. Our employees appreciate the modern user interface.”

Corinna Kaussen

Head of Operations | Digital Dialog GmbH (Rheinische Post)

“Reducing the average handling time from 9 minutes to 3 minutes is truly impressive. It’s hard to believe just how much time smart email responses save. And the benefit of making fewer mistakes is also significant.”

José Rosende

Service Team Leader

Why companies are modernizing their customer service with OwlDesk

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✔ Faster solutions

Inquiries are automatically prioritized, enriched with the right context, and processed more quickly.

✔ More productive teams

AI handles routine tasks and supports employees at every step of the process.

✔ Consistent service quality

Email, phone, chat, and other channels follow the same processes and quality standards.

✔ Consitent growth despite skills shortage

Handle more inquiries without having to proportionally increase team size.

✔ Enterprise-level security

Governance, data security, and GDPR-compliant architectures ensure the secure use of AI and automation.

✔ Seamlessly integrated

CRM, ERP, and line-of-business applications are integrated so that employees can work without any disruption.

Why Companies Are Modernizing Their Customer Service with OwlDesk

Faster Solutions

Inquiries are automatically prioritized, enriched with the right context, and processed faster.

More Productive Teams

AI handles routine tasks and supports employees at every step of the process.

Consistent Service Quality

Email, phone, chat, and other channels follow the same processes, information, and quality standards.

Growth Instead of a Skills Shortage

Handle more inquiries without having to proportionally increase team size.

Enterprise-Level Security

Governance, role models, and GDPR-compliant architectures ensure the secure use of AI and automation.

Seamlessly integrated

CRM, ERP, and line-of-business applications are integrated so that employees can work without any disruption.

Discover your greatest opportunities for automation

A free potential analysis instead of a standard demo. You’ll walk away from our meetings with concrete insights for your business. We’ll identify your greatest opportunities for automation, AI assistance, and optimal service quality.

One agent desktop: The centralized workspace for your customer service

OwlDesk consolidates all customer-related information into a single, centralized workspace. Customer, contract, and case data are available directly within the ticket, providing a seamless 360° view without having to switch between applications. The result: Service teams work with full context and make the right decisions faster.

360° customer view: All information centralized and available at any time
Custom content: Design workspaces tailored to teams and processes
Mini-CRM in the case: Complete customer context directly in the editing window
No need to switch systems: Get everything done without leaving the interface
Bidirectional integration: Seamlessly synchronize data between systems
Third-party systems are directly integrated as iFrames

AI Agent

AI Agent Assist: The digital assistant for faster processing

AI Agent Assist analyzes incoming inquiries, provides relevant context, and suggests appropriate next steps. Standard inquiries can often be resolved in just a few clicks. From automatic categorization to suggested responses, it helps resolve service inquiries faster and more consistently.

Automatic classification and prioritization
Suggested Responses for email and chat
Support during customer interactions
Recommendations for next steps and actions
3-click message handling

Understanding, documenting, and translating speech and text – in real time.

The AI Agent Assist supports employees throughout the entire process of handling a case. Phone calls and messages are automatically transcribed, summarized, and, if needed, translated in real time.

Live transcription for voice and non-voice
Automatic summaries of conversations and cases
Real-time translation up to 58 languages
Context-based tips and recommendations in real time
Consistent context across all channels

BPMN

Case management with BPMN: Automate recurring workflows

From address changes to complaints: OwlDesk automates recurring processing steps and ensures that every process follows the correct path. Fast, traceable, and without manual tracking.

Automatically execute standard processes
Automatically forward tasks and processes
Manage approvals, reviews, and escalations
Seamlessly integrate self-service processes
Consistent workflows across teams and channels

Self-service portal: Resolve issues on your own. Around the clock.

With the integrated self-service portal, customers can access information, submit inquiries, and initiate processes on their own. This reduces the workload on service teams and improves accessibility.

Customization to match corporate design
Digital forms and service processes
Integration of chatbots and knowledge base content
Seamless handoff to the service desk when needed

Self Service

OwlDesk grows with your needs

OwlDesk can be expanded at any time with additional AI and automation solutions: Use OwlSpot to enable a secure AI Assistant for your employees, automate customer inquiries with OwlBots, or integrate OwlVoice — a powerful telephony solution that includes intelligent call routing. All seamlessly within the same work environment.

OwlDesk is fully GDPR-compliant and is hosted in certified data centers. Role-based access control, single sign-on (SSO), two-factor authentication, and comprehensive permission management ensure maximum security. As part of the ThinkOwl AI platform, OwlDesk is designed for companies with high compliance requirements.

Operations take place in German data centers. Companies retain control over their data and can implement retention and deletion policies in accordance with their internal guidelines.

Regular penetration tests and certified security standards provide a reliable foundation for the professional use of AI-powered telephony.

Mid-sized Companies

OwlDesk is ideal for medium-sized companies that want to get started quickly without lengthy implementation projects and achieve measurable efficiency gains from the outset.

Enterprises

OwlDesk meets the needs of enterprises that require scalability for high ticket volumes, flexible integration into complex system landscapes, and strict governance and security standards.

Integration and System Architectures

OwlDesk integrates with existing IT environments, including CRM and ERP systems as well as identity and access management solutions such as single-sign-on.

When AI is meant to do more than just provide support

Transform CX with OwlDesk and OwlForce

From AI assistance to full automation — step by step

OwlDesk is your gateway to AI-powered customer service. The integrated AI supports agents in handling inquiries, structuring cases, and automating preparatory tasks. Humans remain fully involved in the decision-making process at all times.

If certain inquiries or processes are to be fully automated, OwlDesk can be seamlessly expanded to include autonomous AI Agents. These are deployed via OwlForce within the ThinkOwl AI platform and independently perform clearly defined tasks. The handoff between AI Agents and human employees is managed via OwlDesk, ensuring that the “human-in-the-loop” approach is maintained at all times.

Learn more about autonomous AI Agents

AI Support with Human-in-the-Loop

AI supports service teams every step of the way

Employees make the decisions and retain control

Ideal for complex and sensitive cases that require explanation

Quick relief with minimal risk

100% Automation with AI Agents

AI Agents handle inquiries completely on their own

End-to-end automation of service and business processes

Scalable for very high volumes of requests

In-person handoffs are permitted only in certain exceptional cases

FAQ

What is OwlDesk?

OwlDesk is a modern service desk and ticketing solution with built-in artificial intelligence. The AI analyzes incoming requests, suggests relevant responses, automates workflows, and enables your team to focus on complex cases. OwlDesk is used in customer service and customer care, IT service and help desk environments, as well as in human resources and internal service teams.

OwlDesk and ThinkOwl: How do they work together?

OwlDesk is the AI service desk module of the ThinkOwl AI platform. While OwlDesk optimizes operational customer service and IT support, the ThinkOwl platform offers much more, including end-to-end automation, autonomous AI Agents with OwlForce, and advanced AI use cases beyond the service desk.

How can phone functionality be integrated into OwlDesk?

OwlDesk supports the integration of SIP-based telephony. Calls can be handled directly in the Agent Desktop and managed alongside emails, chats, and other service requests in a centralized interface. During the call, features such as live transcription, AI support, and automatic assignment to a service ticket are available.

How does phone service work with OwlDesk and OwlVoice?

With OwlVoice, telephony becomes an integral part of your service processes. The cloud-based solution handles call answering, routing, queue management, and IVR functions. Calls are then transferred to agents in OwlDesk along with the full call and customer context. Features such as softphone, live transcription, live translation, AI-powered routing, and seamless handoffs between bots and agents ensure a consistent customer experience.

Use our Quick Check to identify where your customer service can become more efficient

We identify the biggest time wasters, opportunities for automation, and potential applications for AI. Based on these findings, you receive an initial roadmap to improve efficiency in your customer service.

Quick Check Appointment