CUSEA Generative AI Platform
The AI service layer between your users and your IT.
CUSEA takes requests via chat, portal or phone, understands the issue and resolves standard cases directly — the rest is handed to ServiceNow, Jira, Freshservice or other leading ITSM tools as a cleanly documented case.
- Multi-tenant
- GDPR-compliant
- AI-Act-ready
- Fully auditable
- up to
- 70%
- time saved in 1st level support
- up to
- 40%
- lower cost in 2nd level support
Indicative values from SOMI Group projects — depending on process maturity, knowledge base and configuration.
A chatbot knows no process.
It can answer. But an answer alone is not a result.
A form understands no request.
It shows fields. The user has to supply the context.
A ticket solves no problem.
At first it only documents that one was reported.
The difference
Tickets capture problems. CUSEA understands them.
Between a request and a workable result sits a lot of manual work today: understanding, asking back, searching, structuring, transferring. That is exactly the work CUSEA takes over.
A classic ticket#48213
- Subject
- Outlook not working
- Description
- Please help quickly!
- Category
- —
- Priority
- —
- Next step
- Ask back, wait
Everything else a person has to ask for, search for and copy over.
The same sentence, as a CUSEA caseSMX-1042
IssueOutlook connection failure
identified from one sentence · INC
ContactMara Kessler · Nordlicht Logistik GmbH
customer and history sit on the case
ChannelPortal · 09:14
every channel leads into the same case
Validated“Does webmail work?” — Yes
only the one missing detail was asked
KnowledgeKnown cause: expired sign-in
IT handbook · Sign-in · source visible
Next stepsReset credentials, sign in again
guided — or as an approved action directly on the device
OutcomeResolved · documented in the ITSM
summary, steps and sources included
First level coverage
Understanding is only the beginning. CUSEA acts.
The case knows the device behind it: through the CUSEA Client or your existing RMM layer, CUSEA checks device state, narrows down the cause and executes approved first-level actions directly.
Device context on the case
Health, network and workplace state — not just the text of the request.
Diagnosis instead of guessing
Symptom, device data and knowledge come together before anyone types a hunch.
Action, executed
Approved measures run directly on the device — logged in the case.
Knowledge capture
And when the fix only exists in your admin's head?
Then CUSEA captures it there: from a screen recording, voice, video, file or source, a clearly marked knowledge article emerges — documented, without anyone having to document.
Capabilities
Six capabilities. One continuous case.
Conversation, device, knowledge, process and execution run on the same foundation in CUSEA — with the same business context.
- 01
Talk
Voice agents answer calls, resolve standard cases directly and document the rest as a clean ticket.
- 02
Understand
The service desk identifies the issue, asks only for what is missing and pre-classifies in a structured way.
- 03
Act
Device intelligence checks the workplace and executes approved first-level actions directly.
- 04
Resolve
Guided walkthroughs lead users through diagnosis and resolution step by step — adaptive instead of static.
- 05
Know
Knowledge & Capture connects knowledge and creates it from the work itself — usable with visible sources.
- 06
Connect
ServiceNow, Jira, Freshservice, Microsoft Teams and other leading ITSM tools stay — CUSEA works in front of and between them.
One platform
One platform. Several solutions.
CUSEA provides the shared technological and functional foundation. Specialised solutions for different tasks and organisations are built on top of it.
CUSEA in action
“Outlook won’t connect” becomes a resolved case.
A typical case, from the first sentence to the documentation — this is how CUSEA works.
Employee · 09:14
“My Outlook won’t connect.”
- 1
A request comes in
Via chat, portal or phone — in natural language, no form.
Employee · 09:14
“My Outlook won’t connect.”
- 2
CUSEA identifies the symptom
Customer, contact and intake channel sit on the case, the issue is captured in a structured way.
CUSEA · Analysis
Issue identified: Outlook connection failure.
Customer: Nordlicht LogistikContact: M. KesslerChannel: Portal
- 3
Knowledge is checked
Known causes from approved sources — the source stays visible.
CUSEA · Knowledge
Known cause found: expired Exchange sign-in.
IT handbook · Sign-insynced 3 days ago
- 4
Guided diagnosis
A guided walkthrough leads through the checks step by step.
CUSEA · Walkthrough
Step 2 of 3: close Outlook completely and renew the sign-in.
GuidedAdaptive
- 5
Resolved — or escalated cleanly
Standard cases are resolved directly. Everything else moves on with full context.
CUSEA · Result
✓ Connection restored. No ticket ping-pong required.
Resolved directly
- 6
Documented in your ITSM
Summary, validated details, steps and sources — as a workable case.
CUSEA · Handover
Case documented and updated in your ITSM.
Summary ✓Classification ✓Sources ✓
Operate & hand over
Your ITSM. Or CUSEA.
CUSEA does not replace your ITSM — cases arrive understood, classified and documented where your team works. And where no ITSM sits behind it, CUSEA carries the case itself: queues, priorities, SLA tracking, board.
Your existing ITSM
stays in the lead — CUSEA hands over qualified
- ServiceNow
- Jira
- Freshservice
- & more
- Your APIs
CUSEA Service Operations
built in — when no ITSM sits behind it
- Cases
- Queues
- Priorities
- SLA tracking
- Assignment
- Escalation
- Board
−54%
support hours in a customer example — after 4 months
Indicative value from SOMI Group projects — depends on process maturity, knowledge base and configuration.
The SOMI Group stands behind CUSEA.
CUSEA is not an anonymous AI tool. Where the AI reaches its defined limit, experienced service teams can take over — seamlessly, in the same case, with full context. Or your own IT keeps support responsibility: both operating models are supported.
Where it fits
Built for organizations where service is real work.
Controlled intelligence
Enterprise AI needs boundaries.
CUSEA is designed to use AI traceably and embedded in real work processes — not as uncontrolled as possible.
Context, not data floods
Only the information required for the current step is provided.
Approved knowledge
Knowledge sources and content can be scoped organizationally.
Roles & permissions
Access follows the user and application context.
Traceable sources
Knowledge that was used stays visible and verifiable.
Human handover
At defined boundaries a human takes over — documented in the case.
EU data residency
Operated in Germany on IONOS Sovereign Cloud, GDPR-compliant.
Operated in: Germany · IONOS Sovereign Cloud
Security & architectureFrequently asked
The questions that come up first.
What is the CUSEA platform?
The technological and functional foundation: it connects information, knowledge, communication, AI capabilities and operational processes — following the model Capture, Understand, Structure, Execute, Adapt.
Is CUSEA just another chatbot?
No. A chatbot knows no process. CUSEA understands requests, builds business context, asks follow-up questions, uses approved knowledge and turns conversations into traceable work results.
Does CUSEA replace my ITSM system?
No. CUSEA complements systems such as ServiceNow, Jira Service Management, Freshservice or other leading ITSM tools as an intelligent intake layer in front of and between your existing systems.
What is the difference between CUSEA GPT and the CUSEA Service Desk?
CUSEA GPT is a solution in its own right for controlled access to approved company knowledge. The service desk accompanies the full service case: intake, qualification, resolution support, documentation and handover.
Does it stay traceable what the AI does?
Yes. Sources stay visible, knowledge areas and permissions can be scoped, automated decisions and human handovers are documented — controlled intelligence instead of an AI lottery.
What is the best way to start?
With a real process: together we analyze a frequent service request, an intake process or a body of knowledge — and recommend a realistic pilot process.
Give us a real process.
No generic AI presentation, no staged demo. Together we analyze a real service or knowledge process from your organization — and show what CUSEA makes of it.
30 minutes, online. No automated sales funnel.