SysAid Copilot
Boost Productivity by at least 35%
Let generative AI do the heavy lifting so agents can deliver exceptional service, while end users enjoy consumer-grade support and can get back to what matters faster.
SYSAID Copilot for
Agents
Empower service desk agents with the tools and resources to resolve issues effortlessly. Structured tickets, accessible knowledge make problem solving easier than ever.
SYSAID Copilot for
End Users
Help end users, employees, and clients get the answers they need on their own with a consumer-grade, conversational experience.
Join the Generative AI Revolution
7,000+ Users are Already Seeing Results
Put Generative AI to Work for You
and Your People
Experience the Difference
25%
Immediate end user adoption upon roll out
83%
of answers are based on data pool from internal knowledge based articles
100+
Tickets were AI-contained with no human interventions within 2 months of roll out
“IT should be known for innovation and improvement. We should be known for being efficient. SysAid Copilot is a product that will help us achieve these goals.”
Ensuring Data Integrity and Generative AI Accuracy
Power, Security, and Control
We put data security and compliance at the forefront of SysAid Copilot! With our customizable Guardrails, you gain complete visibility into AI interactions while enforcing strict usage policies. Rest assured, your data is secure, industry regulations are met, and you have full control over what information is shared.
Knowledge at Your Fingertips
Train SysAid Copilot with what you know! It not only draws from previous tickets but can tap into intelligence from public sources, your knowledge base, and internal documents in various formats. It can also connect with SharePoint for seamless data integration.
You have complete control over the Data Pool that SysAid Copilot relies on, so you can be sure it gives accurate and relevant answers.
Quality Control for AI
Chatbot Interactions
Give your agents the power to oversee the quality of AI Chatbot responses for end users with Monitor and Fine-Tune. With a quality score reflecting the source of each response, agents can quickly review specific interactions, refine, and validate answers as needed, ensuring top-notch service every time.
Rate and Refine Chatbot Responses Instantly
Easily gather end-user feedback on the usefulness and quality of AI Chatbot responses with Response Ratings. A simple thumbs-up or thumbs-down can provide valuable insights. Additionally, a feedback box will pop up, allowing end users to share more details about their experience and contribute to further chatbot enhancements.
Make Better Decisions with AI Insights
Empower your service desk agents and sponsors with powerful performance insights. AI Insights delivers weekly summaries packed with usage data, forecasts, and industry benchmark recommendations, giving you the info you need to make smart, strategic decisions.
Plus, our AI Usage Dashboard shows you exactly how SysAid Copilot is transforming your service desk. Now you can monitor the adoption of AI features and see exactly how many tickets are AI-contained.
Come Play. See the Power.
Join our hands-on workshop to experience the next generation of ITSM.
Master SysAid Copilot with our Comprehensive Training Program
This certification program is designed to upskill service desk agents eager to harness the power of generative AI and SysAid Copilot. The course provides a deep understanding of how this technology works and how to optimize your SysAid Copilot experience.
Level 1: AI Fundamentals for Agents
- Gain a solid foundation in Generative AI
- Understand the power of Large Language Models
- Learn to effectively use SysAid Copilot’s AI Chatbot with step-by-step demonstrations
Level 2*: AI Administration for Advanced Users
- Dive deeper into SysAid Copilot with no-code customization
- Optimize user experience, ticket management, and performance measurement
*Prerequisite: Completion of Level 1 Certification
Reach out to your SysAid representative to learn how to sign up!
Frequently Asked Questions
What are the main capabilities of the AI Chatbot?
The chatbot offers:
- Asking questions in natural language – end users can ask questions and receive AI-generated responses powered by state-of-the-art large language models (LLMs), combined with your organization’s unique data.
- End users can submit a service record in a single click via a link or by asking the AI Chatbot conversationally to create one. This service record contains all the essential information that the administrator might need to provide assistance.
- Users can rate the chatbot’s response with Thumbs Up/Down and provide additional feedback. Admins will be able to use this data to monitor and refine the AI generated responses.
Is there an AI Chatbot for Agents?
Yes! Just like end users need quick conversational resolutions, agents need that too. Now available in beta, agents now have their own personal AI Chatbot that is fed with information that only agents would have access to. Providing agents with contextual suggested solutions to speed up resolution.
Which data sources does the chatbot use?
The AI Chatbot utilizes your service records from the past 2 years. This may include information and solutions that were documented in the solution/resolution/notes or messages of the Service Record. It also uses end-user facing knowledge base articles.
Public URLs will be crawled by the AI chatbot and be used for providing answers to your end users. Additionally, you will have the ability to upload documents which hold organizational information you’d like to serve up to your end users.
If your account knowledge is stored in SharePoint, you will also be able to easily import it into the Data Pool, allowing the AI Chatbot to access it.
How can I ensure appropriate use of the AI Chatbot by my end users?
Within SysAid Copilot’s general settings, AI Admins have the ability to enable Guardrails to oversee the suitability of individual employee queries and questions. It helps establish clear rules for AI Chatbot usage within the organization, preventing any accidental sharing of offensive or sensitive information.
Service Records may contain PII. How can I ensure this data is not exposed to other users in the organization?
We understand the importance of safeguarding sensitive information. Rest assured that our chatbot operates with a stringent data sanitization process. Prior to deployment, we thoroughly remove any personal or sensitive data related to employees or the organization from the service records used to train the system. This includes details like financial information and passwords. Your data’s privacy and security are our top priorities, ensuring that no confidential information is exposed to other users within the organization through the use of our chatbot. To learn more about SysAid Copilot’s Security, click here.
