Customer Support and Lifecycle
Mickai runs the entire customer support and lifecycle function in-house, on hardware your organisation owns, fully offline. Ticket triage, multilingual resolution, health scoring, churn deflection, the master customer registry and SLA enforcement all execute on the sovereign brains behind your own firewall, with no per-seat metering and no data egress. Every classification, automated action and escalation is sealed to a post-quantum Open Audit Record you control.
Customer support and lifecycle systems hold the densest concentration of personal data in the organisation: full customer PII, contact records, payment-card detail and transaction history, account credentials, complaint and vulnerability flags, and the interaction transcripts that reveal how every relationship is really going. Pushing that through a shared cloud support stack means exposing identifiable customer records and, where card data is in scope, cardholder data to a multi-tenant processor outside your control, which strains GDPR lawful-basis and data-minimisation obligations, PCI-DSS scope boundaries, and for regulated firms the FCA conduct rules and DORA operational-resilience and third-party concentration requirements. An EU AI Act obligation also attaches to automated decisioning that affects consumers, demanding traceability and human oversight that a black-box cloud model cannot evidence. Mickai keeps the customer registry, the ticket corpus and every model inference inside the building on hardware you own, so the regulated data never crosses your boundary and every automated action carries a sealed audit record a regulator can inspect.
The 12 services in this pillar, each running on hardware you own and routing to the studio that delivers it. Every one names the regulated data it keeps in-house and the category of cloud tool it replaces.
Ticket Classification and Routing
Mickai reads each inbound ticket, infers intent, severity and product area entirely on the sovereign brains, then routes it to the right queue or agent against your own skills matrix. The full message body, customer PII and any embedded account or payment references stay inside your network, so no support transcript is ever sent to a shared classifier. Triage runs at machine speed while the regulated data never leaves the building.
Automated Multilingual Responses
The offline brains draft and send first-line and follow-up responses in the customer's own language, grounded in your approved knowledge and policy, with no connection to an external translation or language service. Customer names, account context and case detail used to personalise each reply are processed locally and discarded from working memory, never streamed to a third party. Multilingual coverage becomes a sovereign capability rather than a data-sharing liability.
Full-Resolution Automation
Where a request is safe to action, Mickai completes it end to end, updating account settings, processing eligible refunds, resetting balances or reissuing credentials directly against your systems of record. The customer PII, payment-card references and ledger entries involved are handled inside your boundary and every change is written to the Open Audit Record with the reasoning that authorised it. Resolution time collapses while a regulator-ready trail proves exactly what was done and why.
Customer Health Scoring
Mickai continuously scores account health from local signals such as ticket frequency, sentiment, usage trends and SLA history, building a live risk index for every relationship. The underlying interaction records and behavioural data sit in the on-premise customer registry and are never pooled into a vendor's cross-tenant model. Account teams see deterioration weeks earlier, with the evidence held entirely under your control.
Churn Prediction and Deflection
The sovereign brains flag declining usage and engagement patterns and open targeted retention workflows before an account lapses, routing the right intervention to the right owner. The usage telemetry, contract data and customer PII feeding the prediction stay on hardware you own, so churn modelling never becomes a data-sharing arrangement with a SaaS vendor. Retention becomes proactive and the model that drives it remains your asset.
Upsell and Cross-Sell Triggers
Mickai watches adoption, usage ceilings and lifecycle stage to pinpoint when an account is genuinely ready for seat expansion, an upgrade or a complementary product, then prompts the account owner with the supporting context. Entitlement records, usage data and customer PII used to qualify each opportunity remain inside your network rather than informing an external vendor's recommendation engine. Expansion revenue is surfaced from data that never leaves the building.
Knowledge Base Auto-Generation
When a novel issue is resolved, Mickai converts the resolution into clean, structured knowledge-base articles and internal runbooks, deduplicating against what already exists. Case detail, customer references and proprietary product information are processed locally and sanitised before publication, so nothing sensitive is exposed to an external authoring or AI service. Your knowledge base compounds with every ticket while the source material stays sovereign.
Customer Journey Mapping
Mickai reconstructs each customer's journey across touchpoints, channels and time, isolating the friction points and repeat-contact loops that drive cost and dissatisfaction. The interaction history, PII and channel records that make up the journey are read from the on-premise registry and never assembled inside a third-party analytics cloud. Leaders get a true cross-channel picture while the assembled profile remains under your control.
Customer Lifecycle Management
Mickai governs the full lifecycle, from onboarding through renewal and offboarding, tracking status, engagement tier and contractual milestones for every account. The contract terms, customer PII and engagement records that drive each transition live in your owned systems, never in a vendor-hosted lifecycle platform. The whole relationship is orchestrated in-house with a sealed record of every state change.
CRM Data Administration
Mickai keeps the single master customer registry clean and current, merging duplicates, enriching records from your own sources and consolidating interaction history across every channel. The complete customer PII, contact data and relationship history is held on hardware you own, satisfying GDPR data-minimisation and residency expectations without a cloud CRM processor in the chain. Your customer data finally sits in one sovereign source of truth.
After-Sales and Field Service Management
Mickai handles post-sale service from first request to closeout, triaging maintenance and warranty cases, scheduling field engineers against availability and parts, and tracking each job to completion. Customer PII, site and asset records, warranty entitlements and service history are processed within your boundary rather than a hosted field-service cloud. Field operations are coordinated at scale with the customer and asset data kept sovereign.
SLA Monitoring and Escalation
Mickai tracks every commitment against its SLA clock, predicts at-risk cases before they breach and escalates them automatically to the correct owner with full context. The ticket data, customer references and contractual SLA terms used to calculate each threshold remain on-premise, and every breach and escalation is sealed to the Open Audit Record. Service commitments are defended in real time with an immutable trail for conduct and resilience reporting.
Each service runs in a purpose-built studio. See the whole application surface on all studios, and the eighteen enterprise studios on the sovereign services catalogue.
The advantages hold across every department, and they are architectural, not promotional. The third-party cloud-exposure vector is removed; your own physical, insider and compliance controls remain yours.
The data never leaves your hardware, so no third party and no cloud-provider employee ever sees it. What happens in the server room stays in the server room.
You own the compute and the capability, so the system runs independent of the internet and of any cloud vendor's pricing, terms, or availability.
The data never crosses a geographical or digital border because it never leaves the building, which removes the cross-border-transfer and third-party-processing friction of UK GDPR, Schrems II, and the sector rules. You keep your own obligations.
Fine-tune and run retrieval on your deepest archives to build a hyper-customised co-pilot, with no risk of your proprietary edge training a public model or leaking.
After the hardware and licence, queries cost essentially electricity. A capital asset you own and depreciate, instead of volatile per-token cloud bills.
There is no third-party cloud path, so no competitor and no vendor insider can scrape, intercept, or subpoena your prompts or your fine-tuned weights from the internet. The trust vault is closed by architecture.
You own the software snapshot on your own hardware, so a change to a cloud vendor's terms, a model deprecation, or an outage cannot reach you. The system stays predictable and auditable on-premise as the rules evolve.
Can customer support AI run fully on-premise and offline?
Yes. Mickai runs the entire support and lifecycle function on the sovereign brains hosted on hardware your organisation owns, behind your own firewall, with no internet dependency. Ticket triage, multilingual resolution, health scoring, the customer registry and SLA enforcement all execute locally, so customer PII and transcripts never leave the building. It is an owned operating system, not a SaaS subscription.
How does sovereign support handle GDPR and PCI-DSS?
Because the customer registry, ticket corpus and every model inference stay inside your boundary, identifiable customer data and any in-scope cardholder data are never transferred to a multi-tenant processor. This supports GDPR data-minimisation, lawful-basis and residency positions and keeps PCI-DSS scope under your direct control. Every automated action is sealed to a post-quantum Open Audit Record a regulator can inspect.
Does Mickai meet EU AI Act and FCA expectations for automated customer decisions?
Automated decisioning that affects consumers carries EU AI Act traceability and human-oversight duties, and for regulated firms FCA conduct rules apply. Mickai records the reasoning behind every classification, resolution and escalation in the Open Audit Record, so the basis for each automated action is evidenced and reviewable. Human-in-the-loop gates can be set on any action class your governance requires.
What cloud support tools does Mickai replace?
Mickai consolidates the cloud helpdesk and ticketing stack, the CRM, customer success and retention platforms, knowledge management, and field-service scheduling into one sovereign operating system. Capabilities map to internal studios such as Iris for service and Xenia for CRM and lifecycle. The function runs as an owned asset rather than a stack of per-seat subscriptions.
Is there per-seat or per-token pricing?
No. Mickai is an owned, on-premise capital asset with no per-seat, per-token or per-credit metering. Your support and lifecycle workload runs on infrastructure you own, so cost does not scale with ticket volume, agent headcount or model usage.
Does support data ever leave the building?
No. Mickai operates with zero data egress: customer PII, payment references, interaction transcripts and the master customer registry are processed and stored entirely on hardware you control. The offline brains run locally, with no calls to an external model, translation or analytics service, and every action is sealed to an audit record you hold.
Bring the customer support and lifecycle pack in-house.
Briefings are for organisations weighing a sovereign, on-premise deployment. Tell us about your estate and we will walk the services, the regulatory crosswalk and the deployment that fits.