Phoenix47 launches Fusion47 AI agent for IT support

Phoenix47 has launched Fusion47, an artificial intelligence knowledge agent for IT support desks. The system is trained on five years of support calls and resolved tickets.

The product is aimed at organisations seeking to centralise support knowledge and guide engineers through technical issues using internal documentation, processes and past case histories. Built around a customer's existing systems and procedures, Fusion47 is designed to reflect how that organisation operates.

Support teams often rely on information spread across ticketing systems, documents and experienced staff, creating gaps when knowledge is outdated or concentrated among a small number of employees. Phoenix47 is positioning Fusion47 as a way to capture that operational knowledge and present it in a structured form during live support work.

Trained on thousands of resolved tickets and historical support calls, the system is designed to identify how similar issues were fixed in the past, highlight common points of failure and provide step-by-step guidance to engineers handling incidents.

Fusion47 can be used during live technical calls, drawing on its training data to assist support staff in real time. Phoenix47 estimates the product could make support teams up to 65% more efficient by improving Time to Fix and Mean Time to Repair, while also reducing dependence on older support platforms.

The launch comes as many IT departments face pressure to maintain service levels with fewer resources and frequent staff turnover. In that environment, retaining institutional knowledge has become a practical concern for businesses that depend on internal service desks and outsourced support teams.

Phoenix47 said Fusion47 is intended to support human staff rather than replace them. It can help onboard newer engineers, preserve escalation procedures and maintain access to contacts and resolution steps when experienced staff leave.

Integration is central to the product's design. According to Phoenix47, Fusion47 works with Microsoft technologies and platforms including ServiceNow, Jira, SAP, Microsoft Teams and Slack, allowing support teams to use the tool within existing workflows.

Compliance focus

Phoenix47 said the product is GDPR-compliant by design and can be hosted in London or Frankfurt. It added that customer instances are fully isolated, which it said removes the risk of data exposure between customers.

The company also said it has limited the system's responses to approved knowledge sources in an effort to reduce incorrect or invented answers from the model. It described this approach as a way to keep responses aligned with validated internal information rather than open-ended feedback.

Another feature highlighted by Phoenix47 is multilingual support. The company said Fusion47 supports 150 languages, which could appeal to multinational organisations running service desks across several countries and internal user groups.

The launch reflects broader activity in the IT operations market, where suppliers are applying artificial intelligence to knowledge management, ticket handling and service desk workflows. Vendors have increasingly focused on tools that can retrieve internal documentation quickly, standardise responses and reduce reliance on individual staff experience.

For Phoenix47, the product adds a software layer to its wider IT infrastructure services business. By linking support data, internal process knowledge and collaboration tools, the company is seeking to expand beyond managed services into software used directly by support teams.

Ed Crane, chief executive officer of Phoenix47, outlined the company's view of the pressure facing support teams.

"Support teams today are under pressure to do more with less," said Ed Crane, Chief Executive Officer, Phoenix47. "Fusion47 was designed specifically to address this problem. It understands what it takes to resolve a technical issue under pressure because it has learned from thousands of real incidents. It enables teams to operate with greater consistency, speed and confidence, ensuring every engineer can deliver high-quality outcomes regardless of their experience level."