Generate Insights

The Generate Insights feature showcases the remarkable ability of Copilot to enhance the productivity of Analysts by providing concise and comprehensive summaries of Incidents. This feature encapsulates critical details, including an Incident Summary, which offers a clear overview of the situation at hand. It also includes a record of investigations performed so far. This saves Analysts' time by presenting a quick review of past actions.

Additionally, it evaluates Sentiment in terms of confidence score by analyzing user feedback and communication tones, giving Analysts a sense of user satisfaction levels. The AI Suggestion component leverages advanced algorithms to propose actionable recommendations, aiding Analysts in making informed decisions swiftly. Copilot also provides actionable advice - Sentiment booster tip - to improve sentiment, helping to maintain positive stakeholder engagement. It also assesses the potential risk of escalation, identifying issues that could lead to increased dissatisfaction or complaints. So, Analysts can prioritize and address these concerns proactively. Generate Insights feature is an indispensable tool for Analysts to streamline their workflow and enables more effective incident management.

To view the Incident Summary through Generate Insights, perform the following steps:

1. Navigate to Incident > Manage Incidents > Incident List. The list of all Incidents is displayed.
   

2. Open an Incident by clicking on the Incident ID on the list page. Details screen of the Incident is displayed.
   Figure: Dropdown menu
   

3. Click icon, which displays the dropdown menu.
   

4. Click Generate Insights.
   A pop-up is displayed shows insights about the Incident.
   

   Figure: Generate Insights popup

   Insight Detail	Description
   Incident Summary	Describes the Incident details with the timestamp and the symptom of the issue.
   Investigation & Interactions Performed	Provides if any Investigate and Interactions performed on the Issue.
   Sentiment	it evaluates whether the user's sentiment is positive, neutral, or negative. Uses AI to determine the user’s emotional. For example: Here, the system detected a negative sentiment with 70% confidence, indicating the user is likely frustrated or dissatisfied, commonly due to service disruption. This helps IT teams tailor their communication and prioritize support more empathetically
   Sentiment Booster Tips	Further to Sentiment analysis, this provides the booster tips to address the challenges. Communication tips such as acknowledge inconvenience, apologize, and assure quick resolution empathizing with the issue.
   Knowledge Articles	Displays for any relevant KB articles, if no articles are found then it displays as No relevant articles found. Knowledge Articles (KAs) are suggested based on their relevance to the incident.  These articles typically contain troubleshooting steps, contact details, or contextual fixes. This helps support agents resolve issues faster by reusing known solutions.
   Recommended Next Steps (Generic Information)	Provides generic troubleshooting steps, such as checking updates, restarting the app, checking connectivity, or escalating to support if needed.

5. Click X icon to close the Insights Summary popup.