AI support operations platform
Support that remembers, routes, diagnoses, and governs.
Diago Plata gives customers one coherent support experience while coordinating a bounded AI workforce, specialist systems, ITIL-style service controls, technical evidence, and governed escalation.
IBERION PORTFOLIODiago PlataAI support operations platform
Reduce repeated questions and fragmented handoffs
Improve first-contact triage and evidence collection
Reuse specialist knowledge across languages and channels
Operating progression
Observe. Diagnose. Correlate. Recommend. Escalate.
Diago Plata is the broader support and diagnostic platform. A persona named Diago and the recorded avatar examples below are interaction components inside that platform—not the definition of the product.
Independent systems, one coordinated service
See how the support organization works together.
Each application and specialist system can operate independently. When they are combined, Diago Plata coordinates the customer journey while shared session, routing, ticket, evidence, and handoff records preserve continuity from first contact through resolution.
Modular by designThe diagram shows how independently useful systems can cooperate. It does not make every component mandatory, merge their ownership, or turn integration into a single maturity claim.
Carmen Content & playbackDiago DiagnosticsLucas Operations & providersLuz ActivationSofia Account safetyValeria GovernanceElena EscalationCerrius Integrity investigation
Approved words and media
Deterministic response packs and approved clips present the answer. A renderer or persona does not invent policy, account state, diagnostics, or entitlement.
Evidence before explanation
Approved gateways retrieve current customer, playback, platform, and operational facts. Databases and governed procedures remain authoritative.
The right responsibility
The route identifies which specialist owns the need. Missing facts, low confidence, policy conflicts, and unresolved cases follow explicit escalation paths.
Governed behavior with a durable service record
BGC supplies the defined behavior-governance gate; sessions connect to ticket families, status, actors, events, evidence, recovery, and follow-up instead of disappearing into a one-time conversation.
See the BGC connection →Standards context
Aligned to service-management practices—not presented as certified.
PeopleCert groups Service Desk, Incident Management, Problem Management, Service Request Management, and Monitoring and Event Management within its Monitor, Support and Fulfil practice family. Diago Plata uses an ITIL-style operating model; no ITIL certification or tool accreditation is claimed.
The workforce in motion
Two roles. One coordinated experience.
These recorded persona-media examples show the presentation layer at two different points in the journey: Maya at reception and Diago in technical diagnostics.
The system in context
Support as part of the operating platform.
What it delivers
Capability, made specific.
Multi-channel intake where supported
Language and authentication awareness
Intent classification and first-contact triage
Technical diagnostics plus content, activation, and billing paths
Preserved case history, evidence, and knowledge
Auditable escalation and override paths
Deployment and commercial shape
Fit the operating environment.
Hosted or customer-hosted platform
Embedded product support
White-label support portal and operating model
Managed support operated by Iberion or an authorized partner
Current evidence boundary
What can be said now.
Implemented and design-supported. Persona architecture, language packs, support scenarios, activation and billing flows, and demonstration material exist. Channel availability and real-time integrations must be confirmed for each deployment.
Portfolio publications
Written about the system, in public.
These are the existing Iberion and Meridian articles most directly related to this capability. They establish the portfolio’s published problem framing and architectural thesis; they are first-party publications, not independent certification.
Iberion / Meridian public writingWeek 9: Why AI Needs Governance LayersRuntime AI governanceRead article ↗Iberion / Meridian public writingWeek 10: From Automation to Autonomous InfrastructureAutonomous operating infrastructureRead article ↗Iberion / Meridian public writingWeek 11: The Rise of Cognitive Platform InfrastructureCognitive platform infrastructureRead article ↗Iberion / Meridian public writingWeek 12: The System Nervous System — When Platforms Learn to SteerSensing, coordination, and operational feedbackRead article ↗Iberion / Meridian public writingWeek 13: Context-Driven SystemsContext, AI memory, vector, and relational designRead article ↗Iberion / Meridian public writingWeek 18: Your AI Stack and YouEnterprise AI stack architectureRead article ↗
Standards and external context
Independent sources behind the problem space.
These standards, official references, and research sources provide external context. They do not independently verify Iberion implementation, deployment, performance, or qualification.
NISTNIST SP 800-61 Rev. 3Connects incident response with cybersecurity risk management to improve preparation, detection, response, and recovery.Read publication ↗OpenTelemetryOpenTelemetry SignalsExplains traces, metrics, logs, baggage, and profiles as complementary signals for observing application and system behavior.Read publication ↗NISTNIST SP 800-63-4 — Digital Identity GuidelinesCovers identity proofing, enrollment, authentication, authenticator management, federation, and related assertions.Read publication ↗
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