SysAid Copilot: January 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.

General Availability

January 1, 2024

Key Benefits

Speed and Accuracy

Smarter Tickets: SysAid Copilot learns from your data to build well-structured tickets with all the info admins need, leading to faster and more accurate Resolutions.

Employee Experience

SysAid Copilot provides 24/7, consumer-grade support with AI-powered responses, letting employees get answers and fix minor issues instantly.

Easy Adoption

Employees adopt SysAid Copilot without any obstacles — interacting with SysAid Copilot through familiar channels like chat and email, making adoption seamless.

Scale & Efficiency

Repetitive tasks are all handled by SysAid Copilot; allowing admins to focus on

Employee Satisfaction

Faster MTTR, Higher CSAT: SysAid Copilot's speed and accuracy boost employee satisfaction and improve IT metrics.

Zero-Friction Setup

Instant Onboarding: No coding needed, SysAid Copilot quickly integrates into your existing systems for immediate value.

AI Chatbot

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 Chatbot Admin Configurations

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).

AI Emailbot

The AI Emailbot allows users creating a Service Record via email to receive an AI Chatbot response as an email reply, as if they were accessing the AI Chatbot through the Self-Service Portal.

Data Pool

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
• Q&A Sets
• Knowledge Base Articles
• Documents
• URLs

AI Admins’ ongoing tracking and editing of Datasets continuously improves the AI Chatbot's responses, ensuring personalized, relevant and practical information for every user.

Monitor & Fine-Tune

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 Usage Dashboard

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