Why Winning the TMC 2024 Generative AI Product of the Year Award is Just the Start

In Q4 2024, SysAid was again recognized for its innovation. This time, based on its investments in generative AI (GenAI) capabilities by TMC. The second TMC Annual Generative AI Product of the Year Award recognized companies for developing applications, platforms, models, and other hardware/software solutions that harness GenAI to elevate business performance across market segments.

This was a great achievement for SysAid. Avi Kedmi, CEO of SysAid, stated it validated SysAid’s dedication to leveraging GenAI to revolutionize IT service management (ITSM) and deliver exceptional value to customers. But, importantly for us, this isn’t a final achievement; it’s simply a milestone on a longer journey to improve the lives of customer sysadmins and the people they support.

Winning this award is just the start for SysAid and our customers.

SysAid’s long-held vision for better IT management and business outcomes

When Israel Lifshitz founded SysAid in 2002, his vision was to make the lives of IT professionals worldwide easier and improve their IT environments and IT service delivery. This is still at the heart of what SysAid does.

SysAid’s mission might have moved with the times (and technology) to state, “Our mission is to liberate organizations by putting AI to work for them and their people.” But the original vision still holds true – SysAid solutions help make your sysadmins “the best version of themselves” in ensuring that the IT organization delivers against the many business needs for technology.

SysAid is helping customers through GenAI

In a time when IT organizations are subject to the dual pressures of better enabling business operations and outcomes and optimally delivering IT services and support, GenAI capabilities offer “better, faster, and cheaper” solutions. However, unlike traditional IT automation, GenAI capabilities do more than replace existing manual operations. Instead, SysAid now offers customers GenAI capabilities that instantly do not only what previously took hours (and perhaps days) but also new capabilities that weren’t previously possible.

Avi Kedmi states, “By combining cutting-edge AI technology with our deep understanding of service management, we’ve created a solution that empowers organizations to streamline operations, improve efficiency, and enhance customer satisfaction.”

SysAid is truly revolutionizing corporate IT operations, experiences, and outcomes.

How SysAid helps

The elevator pitch is that “SysAid Copilot leverages generative AI to automate tasks, answer employee queries, and accelerate issue resolution.” However, this pitch doesn’t do justice to SysAid’s GenAI capabilities.

For example, the SysAid Copilot for Agents benefits service desk agents and their IT service desks. Not only do agents gain increased efficiency and speed, but AI also reduces the chances of human error and the time and cost of issue resolution. There’s an increased first-contact resolution (FCR) rate and higher end-user satisfaction results.

SysAid Copilot for Agents improves your IT organization’s knowledge management capabilities, allowing agents to access the most relevant information faster. Prediction capabilities also mean your IT organization can address recurring issues based on previous tickets and resolutions. It can also ensure the delivered solutions adhere to corporate policies and compliance requirements and provide an audit trail.

There’s also a subtlety to the elevator pitch that might be missed in the first reading – it doesn’t limits just forIT! SysAid Copilot could benefit many more  business functions, such as human resources (HR), facilities, finance, or legal services.

For example, having a GenAI conversational chatbot experience to:

• Screen resumes, answer candidate queries, and schedule interviews, assisting HR teams with employee hiring.
• Assist in budget tracking, create financial reports using real-time data, and conduct financial performance analysis for finance teams, facilitating more informed decisions.
• Create summaries of relevant case law, regulations, and precedents to aid legal services staff.
• Provide product information and guide customer service agents through troubleshooting steps during live chat interactions with customers.
• Interact with potential customers, gather necessary information, and assess buying readiness to help sales teams qualify leads.
• Generate ideas for content, draft social media posts, and create email templates to assist marketing teams.

This and other SysAid GenAI capabilities ultimately streamline business function operations and make employees more efficient. Importantly, this allows employees to focus on their core tasks while boosting overall organizational productivity.

How TMC recognized SysAid’s commitment to innovation

CEO of TMC, Rich Tehrani, stated, “We are honored to recognize SysAid with a 2024 Generative AI Product of the Year Award for its commitment to customer value and innovation.” Adding that “SysAid Copilot has demonstrably excelled in utilizing GenAI to solve business problems and improve efficiency.”

It’s great for our employees to be collectively recognized for their hard work and innovation. Still, the true recognition comes from our customers and the achievements they make using SysAid’s capabilities. We stand by our mission – liberating customer organizations by putting AI to work for them and their people.

If you want to learn more about how SysAid and GenAI can help your IT organization, please schedule a demo.