From Chasing Tickets to Surpassing Customers’ Expectations:
The SysAid Copilot Advantage in Elevating Customer Care
Highlights
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SysAid’s Customer care team delivers technical support to more than 5,000 customers and tens of thousands of users, handling 1,200 tickets monthly.
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Roughly 70% of support requests are solved by Tier 1. These tickets typically involve basic, repetitive tasks such as ‘how-to’ questions or simple troubleshooting issues.
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The high volume of Tier 1 inquiries can create bottlenecks and extended wait times for customers requiring more complex assistance.
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SysAid’s Customer Care Team put SysAid Copilot’s, AI Chatbot, and Emailbot functionalities, to the test by rolling them out to SysAid’s customers for their support.
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Now 12% of tickets are AI-contained
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Response times saw a remarkable 50% improvement.
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The Mean Time to Resolution (MTTR) for complex issues decreased from 4.5 hours to 3.5 hours.
“The initial investment with AI is key, it lays the groundwork for a seamless AI integration, paving the way for problem-solving and operational efficiency enhancements”
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