SysAid Launches SysAid for Teams, a Conversational Chatbot in Microsoft Teams to Improve Employees’ Experience, Anywhere

SysAid for Teams improves the employee experience and enables a new level of service, empowering both employees and IT teams to quickly resolve issues within their familiar work environments, increasing both productivity and visibility.

[Toronto, Canada] SysAid, a leading provider of IT service automation, announced today the launch of SysAid for Teams, a conversational chatbot within Microsoft Teams powered by SysAid’s IT automation capabilities. The AI-powered service desk cuts down time spent by employees and IT experts on ticket resolution, increases productivity, and allows them to focus on new business value while providing an improved employee experience.

Organizations are facing two challenges connected to shifting work environments. Firstly, with employee empowerment a primary focus for companies in the aftermath of the Great Resignation, employees have higher expectations and want to receive the support they need where and when they want them, including IT service. Secondly, the transition to remote and hybrid work posed an enormous challenge for IT teams with the addition of multiple devices connected to enterprise systems and a surge of cloud-native environments and various app integrations. The evolving reality of hybrid work has created a constantly growing workload for IT departments, overwhelming staff and resulting in long resolution times and increased employee frustration.

The new SysAid for Teams addresses both challenges, ensuring employees get the experience they desire and overcoming the difficulties facing IT teams as they try to keep up with employees’ needs. SysAid for Teams empowers employees to create and manage their IT service needs within Microsoft Teams, the communication and collaboration platform that boasts over 270 million users globally. The employee-centric service desk independently determines the required actions, routes and escalates tickets, automates tasks, and triggers workflows to address the request, providing employees with the easy and simple resolution of IT issues within the workflow of Teams . In the coming months, SysAid will also be introducing NLP (Natural Language Processing) powered functions to the Microsoft Teams bot which will answer employee questions based on knowledge base articles.

“We have been working hand in hand with IT professionals from every industry for many years, and are acutely aware of the shifting challenges facing our customers, with high-volume low-value tasks bogging IT teams down,” said Sarah Lahav, CEO of SysAid. “Automation and self-service capabilities are not only the key to letting IT teams get back to creating new value, they are the only feasible method of adapting to whatever changes the future of work may hold. We are proud to bring this critical tool to our customers, enabling them to scale in any work environment.”
Employees can open, manage, update, monitor, and close tickets without ever leaving their work environments, allowing them to focus on their own workloads and see the successful resolution of IT issues faster. SysAid for Teams also enables IT departments to view, secure, and manage their assets directly from within SysAid’s service desk allowing for increased visibility of their organization and a better administrative experience.

“Organizations around the world rely on Microsoft Teams to power hybrid work and SysAid for Teams is helping them address the evolving challenges that come along with a dispersed workforce. Empowering employees to open, manage and see the resolution of their IT tickets directly in Teams will streamline digital collaboration and help boost their productivity,” said Niranjan Deo, Sr. Director of Microsoft 365 and Teams Platform.

SysAid for Teams will be demonstrated at a dedicated launch event on Wednesday, June 29, at 10:00 ET. Sign up for the virtual event here.

About SysAid
SysAid is a service automation company that provides software for IT teams to control all aspects of service management. From ticket sorting through workflows that eliminate the need for manual repetitive tasks, and empowering users to resolve common IT issues, SysAid service automation enables faster service, lighter workloads, and a smoother experience for agents and users alike. And beyond IT, wherever there is a service—from HR to Procurement—SysAid makes things run smarter. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. www.sysaid.com

SysAid Media Contact:
David Hoffman
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