Overview

• Incident / Request / Knowledge: Copilot for End Users provides various functionalities for AI service that users can use on the Enterprise IT’s application with just a few clicks on the Copilot chatbot. All the end-to-end activities such as Logging an Incident, Request, enquiring about the issues, updating and viewing knowledge records are performed from Copilot’s chat.
  

• Service Automation: Utilize the service automation integration to copilot and automate tasks for frequently asked questions.
  Example: Providing access to files and folders
  

• Hybrid Knowledge Generation: End Users benefit from the Copilot’s Hybrid Knowledge Generation feature that provide details from the Private KB articles and Public Sources such as vendor document or other external documentation.
  

• PII: Deal with sensitive Personal Identifiable Information (PII) in the communications by giving consent to masking the PII data.
  

• Asset Management: Retrieve My Asset list by querying on the Copilot chat.
  

Enabled to retrieve and approve Service Request, Problem Records and Change Records.

Copilot serves as a valuable aid for Analysts in effectively managing and resolving issues within their domain.

• Major Incident Summary: It assists Analysts in generating the summary for the Major Incidents determining the root cause and preventive steps. enabling them to allocate their time and resources efficiently.
  

• Resolution Summary: Analysts can leverage Resolution Summary post resolving incidents and utilize the comprehensive, well phrased resolution summaries for Incidents.
  

• Generate Insights: The Generate Insights feature is designed to enhance the productivity of analysts by providing concise, AI-generated summaries of incidents. This tool offers a comprehensive overview of incident details, including timestamps and symptoms, and records any investigations or interactions performed. It also evaluates user sentiment, providing confidence scores to indicate whether the sentiment is positive, neutral, or negative, helping IT teams tailor their communication strategies accordingly. Additionally, the feature suggests relevant knowledge articles and generic troubleshooting steps, aiding in faster issue resolution. By assessing potential risks of escalation, analysts can proactively address concerns, making Generate Insights an indispensable tool for effective incident management.
  

• SLA Management: feature leverages predictive AI to proactively monitor and manage Service Level Agreements (SLAs), ensuring timely responses and resolutions in IT service management.
  

• Risk of Escalation: provides a visual representation of the likelihood that an incident will require escalation to meet Service Level Agreement (SLA) deadlines. By analyzing current and historical data patterns, this tool offers real-time insights into potential SLA breaches, enabling proactive incident management and efficient resource allocation.
  

• RCA Summary: feature streamlines the process of identifying and documenting the root causes of recurring IT issues. By leveraging data analysis and machine learning, it generates concise summaries that help teams quickly understand the underlying factors contributing to problems, facilitating more effective resolution and prevention strategies.
  

• Agent Chat Summary: enhances the efficiency of Live Agents by providing real-time, AI-generated insights into ongoing conversations. This tool summarizes key aspects of chats, enabling agents to quickly grasp the context and respond effectively without reviewing entire conversation histories.
  

• Service Desk Intelligence: enhances IT and HR service management by leveraging AI to automate the categorization, classification, and routing of incidents and service requests. By analyzing historical data and current ticket information, it provides predictive suggestions to streamline operations and improve resolution times.
  

• Writing Assist: will significantly enhance agent productivity and communication quality across the ITSM platform by integrating intelligent writing tools directly into everyday workflows. By enabling users to elaborate and rephrase with AI-powered suggestions, this functionality ensures that all customer interactions remain clear, professional, and empathetic.
  

• Generate Knowledge Articles: Knowledge Article Generator is an AI-powered feature that automatically generates articles based on YouTube URL or Topic.

• The Incident Clustering utilizes advanced machine learning algorithms and large language models (LLMs) to automatically group related incidents based on similarities in symptoms, descriptions, priorities, and patterns. This proactive approach enables IT teams to transition from reactive problem-solving to strategic incident management.
  

• The Data Insights enables users to derive actionable intelligence from operational data across ITSM modules such as Incidents, Service Requests, Changes, Knowledge Base, Assets, and more.

  It leverages AI-driven analytics, and context-aware responses enabling faster decision-making and smarter service delivery.
  

• The Change Approval Analysis provides AI-powered insights into the approval lifecycle of Change Requests (CRs). This functionality helps IT teams analyze the success rate associated with the CR.
  

• Change Insights in Service Management focuses on using data and analytics to assess, and optimize the impact of IT changes. Such as identify patterns, suggest changes based on Incident, Problem clusters and automate changes based on the change type.

• The Outlook Interactions seamlessly integrates with Microsoft Outlook to streamline calendar management tasks. By leveraging natural language processing, Copilot enables users to schedule, reschedule, cancel, and forward meetings efficiently, enhancing productivity and reducing manual effort.
  

• The Guardrails is designed to ensure that interactions between users and Copilot adhere to predefined enterprise-specific guidelines and corporate policies. This mechanism is crucial for maintaining the integrity, security, and compliance of conversations, especially in environments where sensitive information is frequently handled.
  

• The Live Agent Transfer (LAT) facilitates seamless escalation from AI-driven interactions to human support, enhancing user satisfaction and operational efficiency.
  

• Auto Communications leverages the power of AI to automatically generate and send incident updates based on specific metadata such as the nature of the issue, user profile, and severity level.

• The AI Engineering and LLM Lifecycle Management provides a comprehensive framework for developing, deploying, and managing Large Language Models (LLMs) within enterprise environments. This ensures that AI solutions are not only effective but also secure, transparent, and aligned with organizational objectives.
  

• The Copilot Security focuses on safeguarding generative AI (GenAI) interactions within enterprise environments. It addresses potential vulnerabilities such as prompt injections, data poisoning, and unauthorized access, ensuring that AI systems operate securely and reliably.