# Mike — AI Technical Support Agent > MSP-grade Level-1 technical support, 24/7. **Canonical URL:** https://www.aixccelerate.com/technical-support **Human-equivalent role:** L1 Support Engineer ($50,000–$70,000/year) **AI worker cost:** $3,000 one-time setup + ~$1,000/month ($1,000–$2,000 for premium configurations). 30-day free trial, 12-month minimum term. ## Description Mike is MSP-grade Level-1 technical support — he triages every ticket, sends first responses in minutes, resolves known issues from your runbooks, and escalates the rest to your engineers with full context. 24/7, PSA-native, SLA-aware. ## Capabilities - Ticket triage — categorized, prioritized, routed on arrival - First response in minutes, 24/7 - Resolution of known issues from your runbooks - Clean escalations with full context for L2/L3 - Ticket hygiene — statuses current, nothing aging silently - SLA-aware queue management ## FAQ ### What is Mike? Mike is your AI Technical Support Worker — MSP-grade Level-1 support that triages every ticket, sends first responses in minutes, resolves known issues from your runbooks, and hands anything beyond L1 to your engineers with a full write-up. 24/7, every day. ### What is Mike's human equivalent role? L1 Support Engineer / Help Desk Technician. Equivalent human cost: $50K–$70K/year. Mike: ~$15K in year one, with 24/7 coverage no single hire can give you. ### Does Mike work with my PSA and ticketing tools? Yes. Mike is PSA-native — he plugs into the ticketing, asset, and client-record tools your desk already runs on, learns your runbooks and escalation rules, and works your live queue. ### What happens when Mike can't resolve a ticket? He escalates it cleanly. Your L2/L3 team gets a full write-up — symptoms, environment, steps already tried — so nobody re-interviews the customer. No cold handoffs. ### Who is Mike built for? MSPs and IT teams drowning in Level-1 volume. Every client you sign adds tickets; Mike breaks the link between ticket volume and payroll so your engineers stay on the work you bill senior rates for. ### How much does Mike cost? $3,000 one-time setup per worker plus ~$1,000/worker/month ($1,000–$2,000 for premium configurations). 30-day free trial, 12-month minimum term. Billing starts when Mike goes live. ### What is an AI customer support agent? An AI customer support agent is an AI worker that handles the front line of a support desk: it answers inbound requests across email, chat, and phone, resolves the issues your documentation already covers, triages and routes everything else by your rules, and escalates what it cannot resolve with a full write-up. Unlike a chatbot, it works inside your existing ticketing system and takes action on tickets rather than only replying in a chat window. ### How are AI agents for customer service different from chatbots? A chatbot answers questions inside a chat widget and hands anything real to a human. An AI customer service agent works the ticket: it reads the queue, resolves what it can from your runbooks, updates statuses, and escalates with context. The measurable difference is ticket deflection versus deflected conversations — a chatbot reduces chats, an AI support agent reduces the number of tickets a human has to open at all. ### What can AI agents for customer support resolve on their own? Reliably: password resets, access and permission requests, how-to questions answered by your documentation, known errors with a documented fix, status and licensing questions, and ticket triage and routing. Not reliably: anything requiring a judgment call about a specific customer relationship, novel failures with no runbook, or changes with real blast radius. Those get escalated with symptoms, environment, and steps already tried. ### Will an AI agent for customer service make things worse when it is wrong? Only if you deploy it without limits. Mike checks in with your team when confidence is low rather than guessing, and consequential actions run through approval. The practical guidance is to start him narrow — triage and documented fixes only — and widen scope as he earns it, the same way you would with a new L1 hire. ### How much does an AI customer support agent cost? $3,000 one-time setup plus roughly $1,000 per month — about $15,000 in year one. An L1 support engineer costs $50,000–$70,000 per year before benefits and management overhead, and cannot cover nights and weekends alone. The comparison that matters is against the seat you are trying to fill, not against helpdesk software. ### Does an AI support agent work with my existing ticketing system? Yes. Mike works your live queue in the PSA or ticketing system you already run — he does not require a separate portal or a parallel board. Nothing about your workflow changes except who carries the front line. ## Related - [All AI workers](https://www.aixccelerate.com/our-agents) - [Our approach](https://www.aixccelerate.com/our-approach) - [Calculate ROI](https://www.aixccelerate.com/calculate-roi) - [Start free](https://app.aiworkforce.md)