An AI assistant for customer support calls
AuraCloak is a private AI window for support agents on Windows. Ask how to fix the error on the customer's screen, check a policy, draft the follow-up and summarize the ticket while you share your screen. The customer sees the product you are walking them through, and Windows keeps the overlay out of the share.
Agent assist for people without a contact center
Google Cloud Agent Assist, Balto and similar products sit inside a contact-center platform. They transcribe every call, spot the customer's intent and push knowledge-base articles to the agent. Getting there is an IT project with telephony integration, recording consent and per-seat contracts.
A lot of support happens outside that setup. A customer success manager on a Zoom call with a key account. An onboarding specialist walking a new admin through settings. An IT help desk tech on a Teams screen share with a confused user. A two-person SaaS support team. They all hit the same moment: an error they haven't seen, a policy detail they half remember, a customer whose patience is running out.
AuraCloak gives those people an AI assistant that floats above the call. It doesn't connect to your phone system or help desk, and it never hears the customer. You ask it things. It answers from the model you connected and the product notes you loaded, in a window your screen share leaves out.
Support moments where it helps
An error on the customer's screen
When they share their screen, it shows in your Zoom or Teams window. Press Alt+S and ask what the error means and what to try first.
Policy questions
Refund windows, plan limits and escalation rules live in your system prompt, so the answer matches your actual policy.
A customer losing patience
Ask for one calm opening line that acknowledges the problem without promising a date you can't keep.
Guided setup on your screen
Share your screen to walk them through settings while the step list sits in the overlay at 60% opacity.
The ticket write-up
Dictate what happened with Alt+V right after the call and ask for a summary in your help desk's format.
Written follow-ups
Paste the customer's last email and ask for a reply that answers both of their questions in plain language.
What agents type during a call
Replies are examples and will vary by model and by the notes you load.
You: Alt+S customer's Outlook shows this. first two things to check?
Reply: 0x800CCC0E means Outlook can't reach the mail server. 1. Confirm the outgoing server name and port in account settings. 2. Ask whether a firewall or antivirus update ran today.
You: annual plan, cancelled on day 40. refund?
Reply: Your notes say annual plans are refundable within 30 days. Day 40 is outside that, so offer prorated credit and escalate if they push back.
You: customer is angry about the third outage this month. one opening line, no promises on dates
Reply: "Three outages in a month is not acceptable, and I'm sorry you've had to deal with it. Let me show you exactly what we know right now."
You (Alt+V): notes from the call... format as Problem, Steps tried, Resolution, Follow-up
Reply: Problem: SSO login loop for 4 users after IdP certificate rotation. Steps tried: cleared cookies, re-sent invites. Resolution: uploaded new certificate...
Pick a model your data policy allows
Support calls are full of names, emails and account numbers. Decide where prompts go before your first call.
- Prompts go straight from your PC to the provider you chose. AuraCloak has no account, no telemetry and no chat sync.
- For company-controlled data, connect your own Azure OpenAI deployment
- For data that must stay on the machine, run a local model with Ollama or LM Studio as a custom endpoint
- Leave payment details and passwords out of prompts entirely
Ready for your next support call
Install
Run the 50 MB installer on Windows 10 or 11 and paste your license key.
Connect a model
Choose a provider that fits your data policy. See bring your own key for the options.
Load your playbook
Put policies and tone rules in the system prompt. Attach exported help articles as PDF or text.
Test with a colleague
Share your screen in a test call and confirm the overlay is missing from what they see.
Contact-center agent assist vs a private AI overlay
| Contact-center agent assist (Google Agent Assist, Balto) | Help center in a browser tab | AuraCloak | |
|---|---|---|---|
| Listens to and transcribes the call | Yes | No | No |
| Suggests articles automatically | Yes | You search | You ask |
| Screenshot an error and ask | Varies | No | Alt+S |
| Shows on your screen share | Depends on the app | Yes, if on the shared screen | No, excluded from capture |
| Help desk and telephony integration | Yes | Is the help desk | No |
| Setup | IT project | None | Install, add a key or log in |
| Cost | Enterprise contract | Included | $9/mo or $49 once, plus your AI usage |
Take your next support call with backup
$9 a month or $49 once. Every feature in both plans.
Support call assistant questions
Does AuraCloak listen to or transcribe support calls?
No. AuraCloak never hears the customer and keeps no recording. You type, paste, screenshot with Alt+S, or press Alt+V to dictate into your own microphone. Only what you send reaches the AI.
Will the customer see the overlay when I share my screen?
Not through the screen share. AuraCloak uses the Windows WDA_EXCLUDEFROMCAPTURE flag, so Zoom, Teams, Google Meet in a browser and Slack leave the window out of what they send. It needs Windows 10 version 2004 or later. Remote-desktop tools that capture outside the Windows capture APIs are not covered, so test yours first.
Is it safe to paste customer data into AuraCloak?
Follow your company's data policy. Prompts go directly from your PC to the AI provider you chose, with no AuraCloak server in between. For stricter rules, connect your company's Azure OpenAI deployment or a local model through a custom endpoint, and leave names, emails and payment details out of prompts.
Can it use our knowledge base?
Through files and the system prompt. Put policies and product rules in the system prompt and attach exported help articles as PDF or text files. AuraCloak has no live integration with Zendesk, Freshdesk, Intercom or other help desks.
Can a whole support team use it?
Each agent installs AuraCloak on their own Windows PC, enters a license key and connects an AI provider. There is no team admin console or shared settings, so share a standard system prompt with the team as a text file.