Copilot v2.0 Release Notes

Create Incident

Create Incidents using Copilot chat assistant that provides with knowledge articles and empathizes with End User prior creating Incidents

For more information, refer Create Incident

• Improves end user satisfaction with empathetic support.

• Ensures incidents are well-informed by suggesting relevant knowledge articles.

Update Incident

Leverage Copilot support for creating Service Request using suggested Catalogs

For more information, refer Update Incident

• Speeds up the update process with intelligent suggestions.

• Reduces errors by guiding users to appropriate catalogs.

Incident Enquiry

Request about the created incident with copilot to learn about the progress of the issue.

For more information, refer Incident Enquiry

• Provides real-time status updates to users.

• Reduces support workload by enabling self-service enquiries.

Create Service Request

Create SRs using Copilot chat assistant that provides catalogs based on the user prompt.

For more information, refer Create Service Request

• Simplifies SR creation with personalized catalog suggestions.

• Saves time for both users and service desk staff.

Update Service Request

Update the existing requests through copilot chatbot

For more information, refer Update Service Request

• Enables quick and easy modifications to SRs.

• Increases accuracy by providing guided updates.

Request Enquiry

Request about the created SRs with copilot to learn more about the request.

For more information, refer Request Enquiry

• Offers instant status tracking for users.

• Reduces helpdesk volume with self-service request updates.

Display Knowledge Articles

View the knowledge articles for any query or before creating tickets.

For more information, refer Display Knowledge Articles

• Empowers users to resolve issues independently.

• Decreases ticket creation by providing self-help resources.

Enterprise Knowledge Search

Copilot quickly retrieves and summarizes relevant information from company documents and manuals.

For more information, refer Enterprise Knowledge Search

• Accelerates access to critical enterprise knowledge.

• Boosts productivity with concise, relevant information.

Hybrid Knowledge Generation

Copilot generated knowledge articles are displayed with clarity differentiating private and public KBs

For more information, refer Hybrid Knowledge Generation

• Enhances security by distinguishing between public and private information.

• Improves knowledge sharing and retrieval.

Service Automation

Interface with multiple systems and applications within the enterprise, providing a unified platform for task execution

For more information, refer Service Automation

• Centralizes multiple workflows for improved efficiency.

• Reduces manual work by automating routine tasks.

PII Data

By leveraging natural language processing (NLP) techniques and machine learning algorithms to identify and mask sensitive PII data

For more information, refer PII Data

• Strengthens data privacy and compliance.

• Minimizes risk of exposing sensitive information.

Asset Management

Asset Management integrated co-pilot enables employees to access their assigned asset data in real time using natural language queries

For more information, refer Asset Management

• Increases efficiency by allowing instant access to asset information.

• Reduces support desk workload through self-service asset queries.

Approve Service Request

Approve Service Requests by simply reviewing the details and confirming your approval with a  command

For more information, refer Approve Service Request

• Speeds up the approval process, reducing wait times.

• Reduces manual steps, minimizing errors.

Retrieve SR Approval

Get a list of all SRs through the Copilot which are awaiting approval.

For more information, refer Retrieve SR Approval

• Provides a clear view of pending service requests for timely action.

• Simplifies tracking and organizing approvals.

Approve Problem Request

Approve Problem Requests by simply reviewing the details and confirming your approval with a command

For more information, refer Approve Problem Request

• Accelerates problem management workflows.

• Reduces bottlenecks by allowing quick command-based approvals.

Retrieve PR Approval

Get a list of all PRs through the Copilot which are awaiting approval.

For more information, refer Retrieve PR Approval

• Centralizes visibility of all pending problem requests.

• Helps prioritize and organize approvals efficiently.

Approve Change Request

Approve Change Requests by simply reviewing the details and confirming your approval with a  command

For more information, refer Approve Change Request

• Reduces delays in change management processes.

• Enhances accuracy and accountability in change approvals.

Retrieve CR Approval

Get a list of all CRs through the Copilot which are awaiting approval.

For more information, refer Retrieve CR Approval

• Ensures no change requests are missed or delayed.

• Streamlines approval tracking for change management.

Major Incident Summary

Automatically generates a concise summary of major incidents from ticket data.

For more information, refer Major Incident Summary

• Saves time and effort for IT teams.

• Improves communication with stakeholders.

Incident Resolution Summary

Provides a clear summary of how incidents were resolved, including key steps.

For more information, refer Incident Resolution Summary

• Simplifies documentation for compliance.

• Aids learning and process improvement.

Generate Insights

Analyzes incident data to surface trends, patterns, and actionable insights.

For more information, refer Generate Insights

• Identifies recurring issues and root causes.

• Informs strategic decision-making.

SLA Management

Monitors service level agreements, tracks compliance, sends alerts on breaches.

For more information, refer SLA Management

• Prevents SLA violations with timely alerts.

• Enhances customer satisfaction and trust.

Risk of Escalation

Predicts potential escalation risks based on ticket attributes and history.

For more information, refer Risk of Escalation

• Enables proactive intervention.

• Reduces high-impact and repeat escalations.

Problem - RCA Summary

Summarizes root cause analysis findings for recurring problems.

For more information, refer RCA Summary

• Speeds up knowledge transfer.

• Accelerates resolution of similar problems.

Change Type Prediction

Automatically classifies proposed changes (example: standard, emergency, normal).

For more information, refer Change Type Prediction

• Reduces classification errors.

• Improves change management efficiency.

Change Risk Prediction

Assesses risk level of requested changes using historical and contextual data.

For more information, refer Change Risk Prediction

• Minimizes change-related incidents.

• Supports accurate risk assessment and mitigation.

Live Agent Summary

Summarizes live agent conversation or chat sessions for documentation.

For more information, refer Live Agent Summary

• Ensures accurate knowledge capture.

• Improves support handoffs and continuity.

Generate Knowledge Articles

Creates draft knowledge articles from resolved ticket details and solutions.

For more information, refer Generate Knowledge Articles

• Accelerates knowledge base growth.

• Promotes user self-service.

Service Desk Intelligence

Provides analytics and recommendations to optimize service desk performance.

For more information, refer Service Desk Intelligence

• Enhances operational efficiency.

• Supports continuous improvement initiatives.

Writing Assist

Offers automated suggestions and corrections for ticket and knowledge base writing.

For more information, refer Writing Assist

• Ensures clarity and professionalism.

• Reduces grammatical and procedural errors.

Incident Clustering

Groups similar incidents together based on patterns and attributes to help identify underlying issues and trends.

For more information, refer Incident Clustering

User Persona: Analyst

• Helps analysts quickly spot recurring problems and trends.

• Reduces duplicate efforts by enabling bulk actions and root cause analysis.

Change Approval Analysis

Analyzes change requests and approval cycles to provide actionable insights on bottlenecks, risks, and approval trends.

For more information, refer Change Approval Analysis

User Persona: Approver

• Identifies delays and streamlines the approval workflow.

• Improves compliance by highlighting risky or overdue approvals.

Data Insights

Provides analytics and visualizations to help users understand patterns, trends, and anomalies in the service management data.

For more information, refer Data Insights

User Persona: Analyst

• Enables data-driven decision-making with actionable intelligence.

• Reveals hidden patterns to improve processes and outcomes.

Change Insights

Delivers summarized views and trends of change requests, including impact, success rates, and common risks.

For more information, refer Change Insights

User Persona: Analyst

• Helps forecast potential issues and improve change planning.

• Enhances learning from past change outcomes to reduce failure rates.

Automatic Communication

Enables automated notifications and updates to users regarding ticket status and important actions.

For more information, refer Automatic Communication

User Persona: Analyst

• Keeps users informed in real-time, reducing follow-ups.

• Improves efficiency by automating routine communication.

Outlook Interaction

Integrates service management functions with Outlook, allowing users to manage tickets and requests directly from their email.

For more information, refer Outlook Interaction

User Persona: Analyst / Approver / End User

• Streamlines workflow by enabling actions within familiar email interface.

• Enhances productivity by reducing app switching.

Guardrails

Implements predefined rules and restrictions to ensure secure, compliant, and appropriate Copilot interactions.

For more information, refer Guardrails

User Persona: Analyst / Approver / End User

• Prevents unauthorized actions and protects sensitive data.

• Ensures compliance with organizational policies.

Live Agent Transfer

Seamlessly transfers users from Copilot chatbot to a live agent for complex or sensitive issues.

For more information, refer Live Agent Transfer

User Persona: Analyst / Approver / End User

• Enhances customer satisfaction by providing human support when needed.

• Reduces resolution time for complicated requests.

Prompt Repository

Centralized library for storing, managing, and sharing AI prompts used across the organization.

For more information, refer Prompt Repository

• Ensures consistency and best practices in AI interactions.

• Facilitates prompt reuse and collaboration.

AI Lifecycle and LLM Management

Tools and processes to monitor, update, and manage AI models and Large Language Models (LLMs) throughout their lifecycle.

For more information, refer AI Lifecycle and LLM Management

• Improves model performance through regular updates.

• Ensures compliance and traceability of AI deployments.

GenAI Security

Security measures and protocols built into GenAI systems to protect data, models, and outputs from threats.

For more information, refer GenAI Security

• Safeguards sensitive information against breaches.

• Maintains trust through robust compliance controls.

Prompt Repository

(See above) Centralized library for storing, managing, and sharing AI prompts used across the organization.

For more information, refer Prompt Repository

• Ensures consistency and best practices in AI interactions.

• Facilitates prompt reuse and collaboration.

Auto Notification to Analyst if no Response for ‘n’ Minutes

User Persona: Analyst

Analysts receive a notification as a Toast message and idle icon is is displayed indicating that the Analyst has not responded to End User for ‘n’ minutes.

For more information, refer Auto Notification

• Informed about the delay in the Response Time
  

• Better time management

Live Agent Hub - Copy Chat Transcript

User Persona: Analyst

Analysts are enabled to copy the entire chat transcript using a copy icon.

For more information, refer Copy Chat Transcript

• Reduced errors while using the chat data on Requests
  

• Data accuracy in the communication logs

Service Desk Intelligence

User Persona: Analyst

Provision to select the Service predicted by the Copilot based on the issue, symptom and description on the AI suggestion form for an Incident or Service Request.

For more information, refer Service Desk Intelligence

• Select Service based on the nature of the Incident
  

• Provision to select Others option is provided in absence of the service on the list

Live Agent Transfer - Chat History Restriction

User Persona: Analyst

Advancement in Chat History with Restrictions based on Filters that are Time based, conversation based and LAT-specific conversations initiated with a specific message to easily access relevant chat log.

For more information, refer Chat History Restriction

• Convenient way in handling the chat requests from end users
  

• Saves time and effort by accessing relevant details from chat history