- 25 Jan 2024
- Updated on 25 Jan 2024
Introducing SysAid Copilot
SysAid Copilot is a comprehensive AI suite designed and built to enhance the ITSM experience. SysAid Copilot bakes generative AI into every aspect of service management -- offering various modules that work together to improve efficiency, empower employees, and provide valuable insights.
Both individually and collectively, each of SysAid Copilot's generative AI features enable admins to maximize productivity in order deliver exceptional, effective service to their end users.
Benefits of SysAid Copilot
Speed and Accuracy
Scale & Efficiency
The AI Chatbot enables SysAid users to promptly report issues and receive real-time support from their organization's ITSM resources and personnel. Instead of relying solely on IT teams for questions and problem-solving, users can directly ask the AI Chatbot questions or use it to quickly submit Service Records, avoiding the time-consuming task of manually filling in individual fields in the Service Record form.
AI Admins use the AI Chatbot for End Users to generate intelligent, solution-oriented responses to user queries in chat threads -- all using organizational data combined with Large Language Models (LLMs).
These automated responses save AI Admins the time they'd otherwise need to spend crafting articulate, relevant answers to user inquiries.
AI Admins leverage SysAid Copilot’s advanced configuration and customization capabilities, including Data Pool, Monitor & Fine-tune, and AI Usage Dashboard to ensure their organization is constantly maximizing the potential of the AI Chatbot (and all SysAid Copilot features).
SysAid Copilot sources its knowledge from the Data Pool; a collection of Datasets that serve as SysAid Copilot's information source for understanding and answering user queries with accuracy.
The Data Pool consists of five Dataset-types:
Service Record Data
Knowledge Base Articles
AI Admins use "Monitor and Fine-tune" to refine and validate AI Chatbot Q&A Sets (including its metadata) for improved accuracy and quality, providing control and visibility into the value and effectiveness of the AI Chatbot.
AI Admins use the AI Usage Dashboard to track and analyze how their organization (including both AI Admins and End Users) use SysAid Copilot features.
These metrics provide AI Admins with:
Visibility into how SysAid Copilot is minimizing the time admins spend solving Service Records and increasing employee satisfaction
Actionable insights into which SysAid Copilot features are most effective and beneficial to their service management processes
AI Admins can enable "AI Insights" emails -- which provide concise summaries (AI-generated) of key performance indicators (KPIs) and actionable insights, ensuring efficient data analysis without the need for manual report generation. AI Insights emails are sent on a weekly basis, every Monday morning in each AI Admin's respective time zone.