---
title: "Overview"
slug: "apex-v20-ai"
updated: 2026-01-13T05:05:19Z
published: 2026-01-13T05:05:19Z
canonical: "help.symphonysummitai.com/apex-v20-ai"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

Apex V2 AI outlines how **End User**, **Approver**, and **Analyst**—interact with the ITSM platform through the **Copilot Assistant**, streamlining tasks such as incident creation, approval workflows, and live agent engagement. With AI-driven capabilities, the assistant enhances productivity, reduces effort, and brings contextual intelligence into everyday IT operations.

| Supported Channels |
| --- |
| Web |
| MS Teams |
| Slack |

### **End User Persona: Self-Service Simplified**

- **Create Incidents and Service Requests:** The end user can initiate incidents or raise service requests using natural language prompts (Example: "My laptop won't start" or "Request for VPN access") through the Copilot Assistant.
- **Update Existing Tickets:** Users can provide additional information or follow up on existing requests by referencing ticket numbers or contextual phrases.
- **List and Track Requests:** A simple query like "Show my open tickets" or "List pending service requests" fetches a real-time status view of all ongoing interactions.
- **Search Knowledge Base Articles:** Users can ask Copilot for solutions before raising a ticket. Example: "How do I connect to the printer?" Copilot intelligently fetches relevant articles, reducing ticket volume.

**Benefits:** Self-sufficiency, reduced wait time, and faster access to resolutions.

---

### **Approver Persona: Accelerated Decision-Making**

- **View Pending Approvals:** Approvers can request a list of all service requests awaiting their action with prompts like “What requests are waiting for my approval?”
- **Approve or Reject Requests:** With just a few clicks or a typed command like "Approve SR12345" or "Reject SR56789 with comment 'Insufficient justification'," decisions are logged with audit trails.
- **Informed Decisions with Context:** Copilot provides summarized request details including requester, service description, urgency, and attached documentation—enabling quick yet informed action.

**Benefits:** Faster approvals, increased accountability, and fewer workflow bottlenecks.

---

### Analyst

The Analyst is typically a frontline IT support agent, service desk technician, or helpdesk analyst. Their main responsibility is to resolve incoming service requests and incidents efficiently, offering support and solutions to end-users within defined SLAs.

**Key Features Used**

- Agent Chat Summary for holistic ticket view
- Contextual ticket information display
- Automated recommendations (knowledge articles, next steps)
- Ticket and workflow automation

Let us see the actions carried out by, End Users, Approvers, and Analysts in Apex v2 AI.

| [![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Icon%20for%20End%20User.png)](https://help.symphonysummitai.com/apex/docs/apexv2ai-end-user) | [![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR - icon for Approver(2).jpg)](https://help.symphonysummitai.com/apex/docs/approver-apex2-copilot) | [![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Analyst(2).jpg)](https://help.symphonysummitai.com/apex/docs/apex2-analyst-copilot) |
| --- | --- | --- |
| [End User](/apex/docs/end-user-17) | [Approver](/apex/docs/approver-7) | [Analyst](/apex/docs/analyst-11) |