Writing Assist
- 26 May 2025
- 5 Minutes to read
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Writing Assist
- Updated on 26 May 2025
- 5 Minutes to read
- Print
- PDF
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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. Seamlessly embedded into the record logs. Writing Assist will empower agents to communicate more effectively saving time while maintaining a high standard of service.
The modules which uses these functionalities are as follows:
Modules | Implementation Area |
|---|---|
Incident, Service Request, Change and Problem | User Communication and Private log |
Benefits
Following graphic represents the key benefits of Writing Assist
Key Features
Key Features that include in this feature are as follows:
Rephrase sentences for clarity and to bring about precession in the write-up
Automatically rewrites analyst-entered text to make it more concise, clear, or professional.
Ideal for improving structure without changing the intent.
Text is written in a more professional and friendly way.
Elaborate content to provide more detailed explanations
Describes brief or vague entries with additional context and formal structure.
Helps analysts add detail to ensure completeness of information, particularly for escalations or customer-facing logs.
Tone Adjustment based on the context
Suggests improvements in tone to match internal communication standards or customer expectations.
Minimizes misinterpretation in high-stress or sensitive scenarios.
Incident Module
The writing assistance feature in the Incident Management module enhances communication clarity, professionalism, and efficiency for IT service analysts. Available under the Message tab, it is integrated into both the User Communication and Private Log fields. This leverages intelligent text enhancement capabilities such as Elaboration and Rephrasing to help analysts draft, refine, and deliver clear and effective communication.
The following ITSM use case describes the Writing Assist in the Incident Module for User Communication and Private Log sections.
User Communication
To use Writing Assist in the Incident Module for User Communication, perform the following steps:
Log in to the Application as an Analyst.
Navigate to Incident > Manage Incidents.
Manage Incidents - List page is displayed.Select an Incident ID to update the message.
Click Messages tab and scroll down to the User Communication section.
Enter details in the Message field.
Figure: User Communication - Message
To apply changes using writing assist, click copilot icon on the Message field and select from the following options:
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Figure: Message
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Elaborate
Select Elaborate for the Copilot to describe the issue in detail. This assists the analyst by adding more details to the entered text to enhance the clarity of the write-up. Adding more empathy and providing a tone of optimism for the generated content.
Original text entered by Analyst:
Outlook is not working for employees from IT Ops Department. Engineer determines the cause is due to Exchange Server Migration.
Elaborated text generated by Copilot:
Employees in the IT Ops Department are currently facing difficulties with Outlook. Our engineer has thoroughly investigated the situation and has pinpointed the root cause as the ongoing Exchange Server Migration. We understand how crucial seamless communication is for your team, and we are actively working to resolve this issue as quickly as possible to minimize any disruption to your operations.
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Figure: Elaborated Text
Rephrase
Select Rephrase to structure the described content in a better way.
Original text was the Elaborated version however, the analyst was not convinced with the description. Hence the analysts selects Rephrase option to structure the Message details in a better way.
Original Text that was obtained using Elaborate option:
Employees in the IT Ops Department are currently facing difficulties with Outlook. Our engineer has thoroughly investigated the situation and has pinpointed the root cause as the ongoing Exchange Server Migration. We understand how crucial seamless communication is for your team, and we are actively working to resolve this issue as quickly as possible to minimize any disruption to your operations.
Rephrased text by the Copilot is as below:
The IT Ops Department is currently experiencing issues with Outlook. Our engineer has conducted a detailed investigation and identified the ongoing Exchange Server Migration as the root cause. We recognize the importance of uninterrupted communication for your team and are diligently working to resolve this issue swiftly to minimize any disruption to your operations.
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Figure: Rephrased Message
Click Save for the message to display in the User Communication.
Figure: User Communication
Private Log
To use Writing Assist in the Incident Module for User Communication, perform the following steps:
Log in to the Application as an Analyst.
Navigate to Incident > Manage Incidents.
Manage Incidents - List page is displayed.Select an Incident ID to update the message.
Click Messages tab and scroll down to the Private Log section.
Enter details in the Notes for self field.
Figure: User Communication - Message
To apply changes using writing assist, click copilot icon on the Notes for self field and select from the following options:
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Figure: Message
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Elaborate
Select Elaborate for the Copilot to describe the issue in detail. This assists the analyst by adding more details to the entered text to enhance the clarity of the write-up. Adding more empathy and providing a tone of optimism for the generated content.
Original text entered by Analyst:
Network team delayed again, causing issues.
Elaborated text generated by Copilot:
The network team has encountered another delay, which is unfortunately causing some issues. We understand how important it is for you to have a seamless experience, and we're actively working to resolve these problems as quickly as possible. Your patience and understanding during this time are greatly appreciated, and we're here to support you with any concerns you might have.
Figure: Elaborated Text
Rephrase
Select Rephrase to structure the described content in a better way.
Original text was the Elaborated version however, the analyst was not convinced with the description. Hence the analysts selects Rephrase option to structure the Message details in a better way.
Original Text that was obtained using Elaborate option:
The network team has encountered another delay, which is unfortunately causing some issues. We understand how important it is for you to have a seamless experience, and we're actively working to resolve these problems as quickly as possible. Your patience and understanding during this time are greatly appreciated, and we're here to support you with any concerns you might have.
Rephrased text by the Copilot is as below:
The network team has run into another delay, which is causing some issues. We recognize the importance of a seamless experience for you, and we're committed to resolving these problems as swiftly as possible. We truly appreciate your patience and understanding during this time, and we're here to assist you with any concerns you may have.
Figure: Rephrased Message
Click Save for the message to display in the User Communication.
Figure: User Communication
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