Abstrakt
Abstrakt

Cognition and
Performance.

We build the Ligero ecosystem: service management, customer service, processes, automation, integrations and intelligence working together to turn requests into organized, measurable and governed operations.

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Ligero Xperience · Channels and self-service

Any channel.
One operation.

Users choose the channel; the operation stays connected. Xperience defines where and how people interact, and the process stays governed in Ligero Smart.

WhatsApp, email, portal, chat, Teams and API feed into the same operation. The contact is not stuck in a conversation: it becomes a request with a service, an owner, an SLA and a history, whatever channel it came from.
In the portal, users find services, open and track requests, interact with the team and search knowledge and history.

Simple tasks no longer depend on the Service Desk.
The need arrives through a channel, moves to the right service or process and is resolved by an agent or by automation, with the same record from start to finish.
Ligero Smart · Service management

Where operations
happen.

ITSM, omnichannel service, processes, automation and integrations on a single platform. The ticket is the governance record; what matters is the full lifecycle of each need, from channel to resolution.

Incidents, requests, problems, changes, events, SLA/OLA, catalog, CMDB and knowledge underpin IT operations.

The same mechanisms govern HR, Procurement, Facilities, Finance, Legal and Operations: request, process, owner, approval, automation, execution, SLA and audit.
The catalog defines who sees each service, the required data, the process, the approvers, the SLA and the queue. Dynamic fields adapt data collection to each service without custom development.

Workflows chain validation, approval, tasks, automation and integration. Onboarding, access, procurement and changes follow the same track.
Rules remove repetitive work: escalate what is critical, route by service, alert when a deadline approaches, trigger an external system after approval.

APIs, webhooks and connectors link operations to directories, ERPs, CRMs, monitoring and internal systems. Smart governs the service even when part of the execution happens in another system.

When a rule is safer, simpler and more predictable, deterministic automation stays in charge. The agent steps in when the best next action depends on context.
Dashboards track backlog, SLA, aging, volume by service and queue, productivity, recurrence and satisfaction.

Least privilege, roles and permissions, authenticated integration, segregation, secret protection and external content treated as data. Every action is recorded in an audit trail, with history and verification of the result.
Ligero Panorama · Cognitive interface

Talk to your
operations.

Ask, analyze and operate Ligero Smart in natural language, with answers based on real data from your instance.

Queues, tickets, SLA, agent productivity, environment diagnostics, users and access. Ask "how is Tier 1 doing?" and Panorama queries the instance, cross-references the data and answers.

It knows the states, queues and SLAs specific to your environment, instead of guessing rules from the name of a state.
A question becomes KPIs, charts and tables. Dashboards are saved and, whenever possible, refreshed by their own stored queries, with no new call to the model.

Persistent conversations, attachments and usage and cost control complete the experience.
A Skill is what an agent knows how to do: analyze queues, tickets and SLA, measure performance, diagnose the environment, manage tickets, users, access and configuration.

Each Skill unlocks typed Actions, such as assigning a ticket or granting queue access, which plan, validate, execute and verify. Technical tools are restricted to what the Skill allows.
Panorama doesn't just answer: when authorized, it acts. Managing tickets, creating users, granting queue access or adjusting configuration always follows the same path: plan, preview, approval, execution and verification.

A change is only reported as done after it has been verified.

Today, every change made by an agent requires human approval before it runs. More autonomy is a controlled evolution, not a shortcut.
Ligero Brain · Organizational memory

Your organization's
memory.

Facts, context, relationships and decisions become trusted memory, available to people and agents.

Companies accumulate data faster than they turn it into memory. Meetings, emails, tickets and documents record what happened and lose the why.

Ligero Brain preserves who decided, the evidence, the alternatives, the objections and the tradeoffs. It is not just chat over documents: it is trusted organizational context.
Sources are ingested and processed; AI proposes summaries, metadata and links; a person reviews and approves. Only then does knowledge become memory and reach the agents.

Provenance, permissions, versioning and traceability accompany every fact.
Operational support knowledge lives in Ligero Smart. Brain is the organization's broad, contextual and governed memory: the history of decisions and commitments behind every client, project and service.
Ligero Zen · Service quality

Understand the quality
of every interaction.

Smart shows what happened. Zen shows how the service went.

Each interaction is assessed against criteria: opening, understanding, information gathering, resolution, closing and adherence to the defined standard, with sentiment analysis where applicable. The result is a score that makes interactions comparable.
Individual or batch analysis, by agent, period and history. Quality drops show up as trends, and critical interactions are easy to find.
Volume alone doesn't tell the story. Smart reports that an agent resolved 43 tickets; Zen, that average quality was 87%; Panorama brings both together: good productivity, with a recent drop in quality.

People ask.
Operations happen.

Let's look at your operation, find where the friction is and show how the Ligero ecosystem organizes, automates and governs what today depends on manual effort.

Talk to a specialist
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