Marine AI that thinks before you ask.
Marine AI handles your support conversations end-to-end — understanding issues, classifying priority, creating tickets, and routing to the right team. Automatically.
One platform, three tailored workspaces
Marine AI routes each user to the right experience the moment they log in — no shared dashboards, no permission juggling.
Users
Customer-facingChat naturally with Marine AI to raise support tickets, get instant KB answers, check ticket status, and reopen closed issues — all without filling a single form.
- ✓Instant AI answers from KB
- ✓Auto ticket creation (P0–P4)
- ✓Real-time status tracking
- ✓Full conversation history
Agents & Admins
Internal supportAccess the full agent dashboard — manage ticket queues, update statuses, trigger escalations, monitor SLA breaches, and respond to live support requests across programs.
- ✓Ticket queue management
- ✓SLA breach alerts
- ✓Escalation controls
- ✓Live support handoff
Developers
Platform controlDeep access to analytics, knowledge base management, URL validation, webhook config, and program-level reporting. Build integrations and monitor the platform health.
- ✓Analytics & dashboards
- ✓KB authoring & management
- ✓Webhook & integration config
- ✓Program health reporting
From conversation to resolution
Marine AI handles the entire support lifecycle — no forms, no manual routing, no guesswork.
User Describes the Issue
Users chat naturally in plain language. Marine AI reads the conversation, understands context from previous messages, and asks targeted diagnostic questions to collect everything needed.
AI Classifies & Creates Ticket
The AI automatically extracts priority (P0–P4), ticket type (Bug / Feature Request / Data Request), issue category, and summary — then creates a structured ticket with a unique ID.
SLA-Aware Routing & Escalation
Tickets are routed to the right support tier based on priority and plan. SLA timers start immediately. P0/P1 issues trigger instant escalation alerts.
Everything in one intelligent layer
Built on LLM-powered intent detection, semantic knowledge retrieval, and deterministic business rules that never get it wrong.
Smart Intent Detection
Distinguishes between bug reports, feature requests, data queries, and general questions — without any menus or dropdowns. Users just talk.
Automatic Priority Classification
AI assigns P0–P4 priority based on issue severity, scope, and urgency. Multi-user outages are always escalated to P1, regardless of how the issue is described.
Knowledge Base Answers
Common questions are answered instantly from the knowledge base using semantic search. No ticket created, no agent needed — just the right answer, immediately.
SLA Tracking & Alerts
Every ticket has a live SLA deadline computed from priority and support plan. Automated alerts fire when SLAs are at risk or breached — across all four support tiers.
Ticket Status & History
Users can check their ticket status, view resolution notes, and reopen closed issues — all through the same chat interface, with full conversation history preserved.
Program-Scoped Security
Each client's data is strictly isolated by program. The AI is instructed to never reveal other clients' information, and all PII is stripped before reaching any LLM provider.
Every ticket is structured, not just logged
Marine AI doesn’t create vague “user complained” tickets. It extracts structured data and applies your business rules — automatically.
Every ticket gets an atomic, sequential ID — consistent across your issue tracker, email, and chat.
Bug, Feature Request, and Data Request — each with P0–P4 priority and SLA computed per your support plan.
Critical and High priority tickets trigger immediate alerts to the escalation chain — no manual handoff required.
New → Work In-Progress → Waiting Info → Resolved → Closed, with SLA reset on reopening.
SLA tiers built for every scale
From Standard response windows to custom top-tier SLAs — Marine AI enforces and tracks every commitment automatically.
Every status, tracked in real time
Marine AI tracks ticket state from creation to closure — users can query status any time through chat.
Closed tickets can be reopened — SLA deadline resets automatically with extended window.
Measurable results across every support role
What enterprise support teams report after moving triage, ticketing and SLA routing onto Marine AI.
Auto-triage took our P1 acknowledgement from 22 minutes to under 3. The AI classifies severity before a human ever opens the queue.
-86% time to acknowledgeStructured tickets are the real win. Every escalation lands on L2 with environment, impact and reproduction steps already filled in.
63% fewer escalation reworksSLA breaches used to be discovered in the weekly review. Now they're predicted and routed before the clock runs out.
98.4% SLA achievementAs a CS lead I finally get one view of intent trends across accounts — which product areas generate the noise, and which fixes remove it.
3.1x faster root-cause reportingWe onboarded a new support pod in a week instead of a quarter. The ITIL workflow is enforced by the product, not by tribal knowledge.
Onboarding cut from 12 weeks to 1Enterprise-grade process, AI-first delivery
Marine AI is built on ITIL best practices — not a chatbot bolted onto a ticketing system, but a purpose-built support intelligence layer.
Incident Management
Reactive. Marine AI detects, logs, prioritises, and routes issues per SLA in seconds. Automated escalation for P0/P1 incidents with no manual handoff.
Problem Management
Proactive. Pattern analysis across tickets identifies recurring root causes and surfaces workarounds — preventing repeat incidents before they reach users.
Change Management
All platform changes go through Standard, Minor, Normal, Major, or Emergency classification — assessed, authorised, and tracked through a formal approval process.
Access Management
Strict per-program data isolation. Each client sees only their own tickets and interactions. Requests → Verify → Grant → Log → Revoke cycle enforced automatically.
Knowledge Management
Knowledge-base backed by semantic search. Common questions resolved instantly without creating tickets — reducing ticket volume by surfacing the right answer first.
Governance Reporting
Daily health checks (top tier), weekly status reports, monthly reviews, and quarterly reports — automated and always accurate.
Ready to put support on autopilot?
See how Marine AI can handle your support conversations end-to-end — reach out to get access.
support@marineai.io · Available on Standard, Gold, Platinum, and Black plans