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Enterprise IT Helpdesk

An internal IT support voice agent that integrates with your ticketing system via MCP server, supports conference calling to bring in L2 engineers for complex issues, uses voice approvals before executing high-impact changes (password resets, permission changes), and allows barge-in phrases for power users to skip menus.

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Voice Features Used

FeaturePurpose
MCP Server IntegrationConnect to ServiceNow, Jira, or internal ticketing
Conference CallingBring in L2/L3 engineers for escalation
Voice Approvals (HITL)Verbal confirmation before high-impact changes
Caller AuthenticationVerify employee identity via SSO or employee ID
Barge-In PhrasesShortcuts like “reset password” or “check ticket”
Pronunciation DictionaryCorrectly pronounce technical terms and product names
Hold / ResumeHold while running diagnostics or creating tickets
Call RecordingRecord for audit and training

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How It Works

Caller: "Reset password" (barge-in shortcut)
-> Caller auth: "Please provide your employee ID"
-> Caller: "EMP-4521"
-> Identity verified against SSO
Agent: "Hi, David. I can reset your password for the VPN portal. This is a high-impact change — do you confirm?"
-> Voice approval: Caller says "Yes, confirmed"
-> MCP call: create_ticket(type="password_reset", user="EMP-4521")
-> MCP call: execute_reset(system="vpn_portal", user="EMP-4521")
Agent: "Done! Ticket INC-78432 created. Your temporary password has been sent to your email."

For complex issues:
-> Agent: "I'll bring in a network engineer to help."
-> Conference call with L2 engineer
-> Three-way troubleshooting session

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Configuration

{
  "mcpServerEnabled": true,
  "mcpServerUrl": "https://mcp.internal.example.com",
  "mcpServerTools": ["create_ticket", "update_ticket", "search_kb", "reset_password", "check_status"],
  "conferenceCallingEnabled": true,
  "conferenceMaxParticipants": 4,
  "voiceApprovalEnabled": true,
  "voiceApprovalMode": "blocking",
  "callerAuthEnabled": true,
  "callerAuthType": "employee_id",
  "callerAuthMaxAttempts": 3,
  "bargeInEnabled": true,
  "bargeInPhrases": ["reset password", "check ticket", "VPN issue", "talk to engineer"],
  "pronunciationDictEnabled": true,
  "pronunciationDictionary": {
    "Kubernetes": "koo-ber-net-eez",
    "OAuth": "oh-auth",
    "SAML": "sam-ul"
  },
  "holdEnabled": true,
  "holdMusicUrl": "https://cdn.example.com/hold-music.mp3"
}

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Example — Create Agent

curl -X POST https://api.thinnest.ai/v1/agents \
  -H "Authorization: Bearer $THINNESTAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Enterprise IT Helpdesk",
    "model": "gpt-4o",
    "instructions": "You are an internal IT helpdesk agent. Verify employee identity, troubleshoot issues, create tickets via MCP, and escalate to L2 engineers via conference call when needed. Get verbal approval before high-impact changes like password resets.",
    "voiceEnabled": true,
    "transcriber": { "provider": "deepgram", "model": "nova-2-conversationalai" },
    "voice": { "provider": "deepgram", "voiceId": "aura-2-thalia-en" },
    "mcpServerEnabled": true,
    "mcpServerUrl": "https://mcp.internal.example.com",
    "mcpServerTools": ["create_ticket", "update_ticket", "search_kb", "reset_password", "check_status"],
    "conferenceCallingEnabled": true,
    "conferenceMaxParticipants": 4,
    "voiceApprovalEnabled": true,
    "voiceApprovalMode": "blocking",
    "callerAuthEnabled": true,
    "callerAuthType": "employee_id",
    "bargeInEnabled": true,
    "bargeInPhrases": ["reset password", "check ticket", "VPN issue", "talk to engineer"],
    "pronunciationDictEnabled": true,
    "holdEnabled": true,
    "recordingEnabled": true
  }'