Unlock Deeper Insights with SysAid Copilot

Businesses now expect more from their IT organizations, in part due to their greater reliance on technology. Consequently, your IT organization must leverage new IT service management (ITSM) innovations and the enabling technologies to improve – offering “better, faster, cheaper” operations and outcomes. The opportunities of artificial intelligence (AI), when built into ITSM tools, is a great example.

Much has been said and written about AI’s ability to automate ITSM processes and tasks, with many “Copilot” solutions emerging in the tech industry. These AI-powered assistants are designed to help professionals by automating repetitive tasks, offering insights, and enhancing decision-making. While other Copilot solutions exist, SysAid Copilot stands out by using generative AI to provide IT pros with deeper insights, better reporting, and more actionable analytics. This blog explores how SysAid Copilot delivers valuable insights across eight key areas.

This blog explores how SysAid Copilot delivers valuable insights across eight key areas. #servicedesk #ITSM Share on X

1. Agent recommendations

SysAid Copilot analyzes historical data and patterns to offer your service desk agents recommendations and suggested solutions for common issues that accelerate incident resolution and service request management processes that improve the end-user experience.

It can also identify potential problems before they escalate. For example, identifying incident trends that indicate underlying problems, enabling your ITSM teams to proactively address the root cause(s) using problem management tools and techniques (and focused Copilot capabilities). A key SysAid Copilot capability is that it quickly identifies similar incidents to help your IT organization spot and address underlying problems faster.

2. Task management

The IT service desk issue of “cherry picking” tickets is well known, as is the unfortunate situation of tickets ending up with inappropriate service desk agents (due to their availability, suitable knowledge skills, and experience,  or another reason). GenAI can help your IT service desk with both of these issues.

For example, the SysAid Copilot helps your service desk agents select or receive the right tickets and better manage their workloads. It prioritizes tasks based on ticket rules so they can tackle what matters most first.

From task management to analytics and reporting, SysAid Copilot helps your service desk in numerous ways. Find out all about it here. Share on X

3. Analytics and reporting

GenAI can continuously monitor your IT organization’s key performance indicators (KPIs), such as average resolution time, first-contact resolution (FCR) rate, and customer satisfaction scores, to assess progress and identify issues where course correction is needed. They can also provide alerts and notifications when service level agreement (SLA) breaches are imminent so people can proactively avoid them. SysAid Copilot can additionally assist in collecting and analyzing end-user feedback to identify areas for improvement.

It can also create customized reports to help your people gain deeper insights into specific ITSM areas, even without instructions to do so (with the reports triggered by trends and anomalies). For example, analyzing the peak times for incident submission or identifying the teams generating the most service requests such that your resource planning can be improved.

4. Communications

GenAI is known for its ability to create new content. So it’s unsurprising that there are many related opportunities for your IT service desk. The two commonly quoted opportunities are automated ticket summarization and the ability to quickly draft tailored messages to end-users.

However, there are insight-related opportunities, too. For example, SysAid Copilot offers multi-language support so your service desk agents can provide solutions and communicate in an end-user’s native tongue. Here, your end-users submit their issues and requests in their native language, and your agents handle everything in theirs. It handles the translation to deliver responses and interactions that feel personal.

Another example is sentiment analysis. Here, SysAid Copilot helps your service desk agents understand how your end-users feel. This means your agents can better prioritize tickets to help ensure end-users are satisfied with their IT support interactions.

5. Knowledge management

While already covered by the recommendations section, SysAid Copilot can recommend relevant knowledge base articles to your service desk agents based on the context of tickets, helping them provide faster and more accurate resolutions. This is a primary capability of the SysAid Copilot, which quickly finds answers from an agent-specific knowledge base for faster resolutions and standardized support. It also reduces your IT organization’s reliance on potentially overworked subject matter experts (SMEs).

SysAid Copilot can also identify gaps in your IT service desk knowledge base by analyzing tickets and their resolutions. Where gaps are found, it can draft suggested new knowledge articles or updates, with human input used to ensure their suitability.

6. Personalization

By analyzing end-user details, behavior, and preferences, SysAid Copilot can help your service desk agents personalize support interactions. For example, knowing that a remote working employee can only undertake remote support sessions before 10am and after 4pm due to their work commitments.

The personalization also applies to your IT staff. Where needed, SysAid Copilot limits dataset access to authorized personnel. For example, sensitive tickets, such as human resources (HR) issues, are visible only to authorized individuals.

7. Predictive insights

SysAid Copilot’s predictive analytics capabilities can forecast future incidents and service request trends, enabling better resource planning and allocation. The patterns and trends in your service desk performance can also be used to identify process optimization and service improvement opportunities.

For example, SysAid Copilot provides your agents with automated weekly AI Insights emails that contain concise summaries of key performance indicators (KPIs) and actionable insights to help direct improvements. The week’s KPIs are compared to the previous week’s values and a benchmark (based on anonymous SysAid customer data), and the insights explain what the deltas mean and offer suggested improvements. There’s also a predictive view of where your performance is heading based on the current trajectory and the adoption of proposed improvements.

8. Integration with other corporate tools and systems

Integrations with your tech stack, like your other corporate tools and systems such as monitoring tools, enterprise resource planning (ERP) systems, and customer relationship management (CRM) systems, are seamless with SysAid Copilot for a more holistic view of IT operations.

These integrations add extra dimensions for IT consideration and action. For example, when SysAid Copilot is integrated with your corporate ERP system, it might identify, without human prompting, that IT-related issues at the end of the month are adversely affecting finance’s period-end processes.

If your IT organization needs to do more and you would like to learn more about unlocking these and other deeper insights with SysAid Copilot, you can learn more about it here.