Isratech Jamaica Limited

From Chaos to Efficiency: The SysAid Copilot Transformation

AI-Driven Self-Service Success

Before implementing SysAid Copilot, André and his team were swarmed in chaos, juggling ad-hoc requests through phone calls, walk-ins, and WhatsApp, in addition to traditional email support. Many requests involved users seeking basic guidance on software features, such as setting up email signatures, requesting password resets, and gaining access to software installations. Communication was fragmented, leading to overlooked issues and slow response times, while service desk agents frequently faced interruptions for urgent matters, disrupting their workflows. 

With SysAid Copilot, the hassle-like support process has been completely transformed. Users can now independently resolve issues through the self-service portal and the AI Emailbot, which leverages data from past interactions and both internal and external documentation to automatically identify and resolve common issues. 

As a result, 25% of all tickets are resolved without human intervention, empowering users to find solutions on their own while enabling agents to focus on more complex issues. André also utilized the AI Chatbot prompt setting to embed their IT support calendar link in the end-user chatbot, making the process seamless for users to schedule time with IT agents and ensuring their requests are addressed promptly, cutting frustration of back-and-forth communication or waiting on hold, and minimizing support wait times.

Effortless Ticket Categorization and Management 

When human support is needed, Isratech’s AI Chatbot for End Users collects all necessary details from requesters and automatically creates a service record. André and his team typically manage over 100 active service records every week, which previously required them to manually categorize tickets and set various fields individually instead of focusing on core issues – a process that is both time-consuming and cumbersome. 

With AI Categorization, the process becomes a timesaver, as issues are automatically and accurately categorized based on Isratech’s rules. The ability for in-line editing significantly enhances efficiency, allowing André and his team to hover over a ticket description and quickly incorporate user details and notes in just a few seconds. The AI Case Summarization has also helped them to quickly understand the full context of a ticket by hovering over the description, eliminating the need to open it. As a result, the IT team significantly improved productivity, closing 35 tickets in just 2 hours.

Transform Onboarding and Maximize Team Performance with AI Chatbot for Agents

As a hands-on service desk IT Manager, André initially started as the sole member of the support team, which has now grown to a team of three. With limited capacity, he needed to be resourceful when onboarding new team members. To streamline the process, he leveraged the AI Chatbot for Agents, encouraging the new service desk agent to explore the system by interacting with the chatbot. Starting with the prompt, ‘What can you do for me?’ The agent received a comprehensive overview of the chatbot’s capabilities, simplifying navigation and easing their transition into the team.

André highlighted that one of the most impactful features of the agent chatbot is its ability to instantly prioritize important tickets with a simple prompt like “What should I focus on first?”. Another powerful feature is its ability to identify tickets that should be merged due to being the same issue, saving agents from sifting through hundreds of tickets to decide their next steps. Additionally, the chatbot’s email drafting capability has been a significant time-saver. While agents excel in problem solving, they often struggle with crafting clear emails, leading to response delays. Previously, tickets were frequently resolved verbally without proper documentation. Now, agents can generate complete, ready-to-send emails in seconds, ensuring every interaction is documented. With faster onboarding and resolution times, the new agent’s productivity soared from resolving 1 ticket every 8 hours to 3 tickets per hour in just 3 weeks.

Future Goals

Looking ahead, Isratech aims to enhance its data pool capabilities and establish guardrails as end-user adoption increases, anticipating more creative inquiries while safeguarding sensitive information to prevent unnecessary data sharing. André is particularly excited about leveraging the latest AI Asset Management alongside the agent chatbot. This capability will allow the team to quickly access vital asset information related to service records, such as hard drive type, memory capacity, and warranty expiration. By providing instant access to this data, the team can save time that would otherwise be spent checking machines or remoting in to gather metrics. Another exciting step is optimizing the integration with WhatsApp through an automation tool. He’s thrilled to receive real-time updates on all helpdesk activities, improving communication flows and offering greater convenience for end users.