Overview

Copilot serves as a facilitator for end users (employees), enabling them to independently access information or automate various tasks through our Service Automation tool. It streamlines the user experience by offering relevant knowledge articles and assisting in task automation.

Some of the major areas where Copilot aids end users are as under:

• Enterprise Knowledge Search: It enables end users to efficiently find relevant information they need, enhancing productivity and reducing reliance on support staff. For example, if an end user wants to log a Service Request for VPN issue through Copilot, then Copilot displays the following Knowledge Articles related to VPN issue:
  Figure: Enterprise Knowledge Search

• ITSM interactions: Perform ITSM operations through Copilot by simply interacting with it using natural language. You can log, update, and approve tickets (Service Requests and Incidents), set reminders, and request information. Copilot interprets these commands, automates the necessary tasks, and enhances user efficiency. Following figure displays how an end user can update a Service Request through Copilot:
  Figure: ITSM Interactions

• Outlook Meeting Setup: You can schedule an Outlook meeting through Copilot by simply providing the meeting details, such as date, time, participants, and purpose. Copilot processes this information, asks for your confirmation and creates the meeting in Outlook. This whole process streamlines the meeting scheduling process and saves time. Following figure displays how an end user can cancel an Outlook meeting through Outlook:
  Figure: Cancel Outlook meeting

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

Copilot supports Analysts in the following aspects:

• Work Prioritization: It assists Analysts in determining the urgency and significance of various tasks, enabling them to allocate their time and resources efficiently to address critical issues first. Following figure displays how Analysts can better plan and prioritize their workload through the insights provided by Copilot:
  Figure: Workload management

• Operational Intelligence: Copilot provides valuable insights and data-driven recommendations to Analysts, aiding them in identifying patterns, trends, and potential root causes of issues, thereby facilitating informed decision-making and problem-solving. For example, Copilot generates the Insights about an Incident which helps Analysts to better assess the Incident details:
  Figure: Generate Insights

• Knowledge Article Creation: Copilot helps Analysts in documenting their findings, solutions, and best practices by facilitating the creation of comprehensive knowledge articles. These articles serve as valuable resources for both internal reference and training purposes.

• Insights: Copilot generates insights by analyzing historical and real-time data. It creates RCA summaries to identify root causes of issues. It also generates resolution summaries for incident outcomes. The AI predicts major incidents by spotting patterns in data along wit detecting potential major problems early, enabling proactive measures. These insights help improve decision-making and operational efficiency. The following figure displays the root cause analysis capability of Copilot:
  Figure: Root Cause Analysis - Insights

Copilot offers indispensable support to leadership by furnishing real-time insights, pinpointing trends and patterns, and facilitating data-driven decision-making. It aids leaders in various critical tasks, ensuring effective management and strategic planning.

Copilot assists leaders in the following capacities:

• Major Incident Management: It provides leaders with timely updates and comprehensive data regarding major incidents. This enables them to oversee the resolution process effectively and make informed decisions to mitigate potential impacts. Following figure displays how Copilot identifies the potential Major Incidents:
  Figure: Potential Major Incidents

• Trends Prediction: Copilot leverages advanced analytics to forecast emerging trends and anticipate future developments, empowering leaders to proactively address challenges and capitalize on opportunities. Following figure displays Copilot’s capability to identify and predict trends by analyzing vast datasets:
  Figure: Trend Identification

• Operational Insights: By analyzing vast datasets, Copilot generates actionable insights into organizational operations, enabling leaders to optimize processes, allocate resources efficiently, and enhance overall performance. Following figure displays the recommendation capability of Copilot:
  Figure: Recommendation system