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      Copilot Documentation

      Experience Copilot with Generative, Predictive and Conversational AI capabilities

      What's New

      Service Management

      Incident and Request

      Copilot assists the users to effectivlely carry incident handling. Enabling to create, retrieve, approve and update Incidents and Requests. Copilot leverages PII to mask sensitive Data for Incidents

      Problem and Change

      Copilot seamlessly integrates to Problem and Change module in the Application assisting users to create and manage issues and changes

      Knowledge

      Based on the user input Copilot suggests Knowledge Article and Copilot enables users to search for the articles based on the input displays the required KB article

      End User and Analyst Copilot

      Hybrid Knowledge

      Copilot displays the required knowledge article details from the Private Knowledge Base and Public sources based on the user input

      Service Automation

      Automate frequently queried tasks using Service Automation suite that brings in efficiency and time management in day to day activities

      Asset Management

      Copilot transforms enables end users to query the required asset details and view the information on the Copilot chat

      Live Agent Chat Summary

      Live Agent Insights and Actions summary automatically condenses and highlights key points of the ongoing chats being handled by Live Agents

      Service Desk Intelligence

      The Service Desk Intelligence analyzes human responses to similar records in the past and provides suggestions. Analysts are enabled to view and apply the AI suggestions provided by the Service Desk Intelligence

      Writing Assist and Article Generator

      Enable users to elaborate and rephrase with AI-powered suggestions. Knowledge Article Generator is an AI-powered feature that automatically generates articles based on a provided text input

      SME and Leadership Copilot

      Incident Clustering

      Copilot integrates Generative AI with advanced Incident Clustering techniques to help SMEs and leaders to take decisive actions based on issue clusters

      Change Approval Analysis

      Copilot provides intelligent risk advisory for planned changes by providing the risk and success rate of proposed changes on the basis of historical data

      Data and Change Insights

      Enables the SMEs and leaders to learn about the Incident trends, Problem causes and Change predictions to take decisive actions

      Common Skills

      Outlook Interactions

      Copilot integrates Generative AI with advanced Incident Clustering techniques to help SMEs and leaders to take decisive actions based on issue clusters

      Guardrails

      Copilot provides intelligent risk advisory for planned changes by providing the risk and success rate of proposed changes on the basis of historical data

      Live Agent Transfer

      Enables the SMEs and leaders to learn about the Incident trends, Problem causes and Change predictions to take decisive actions

      Copilot Engineering and Security

      Prompt Repository

      Collection of ready-to-use natural language prompts designed to guide users in effectively interacting with AI-Powered Service Management platform

      AI Engineering

      Provides details into Tools anf Frameworks that is used as part of AI Engineering and LLM Lifecycle Management. Along with AI Lifecycle Support

      GenAI Security

      Enables the SMEs and leaders to learn about the Incident trends, Problem causes and Change predictions to take decisive actions

      Most Read Articles

      Recently Created Articles

      Most Viewed Articles

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      ESC

      Eddy AI, facilitating knowledge discovery through conversational intelligence