Manage Copilot

Create or Update Incidents

Enable Create or Update Incidents for Analysts to create or update incidents in the Incident module of the Application. For more information, refer Create Incident.

Create or Update Service Requests

Enable Create or Update Service Requests for Analysts to create or update the service requests in the Request Module of the Application. For more information, refer Create Service Request.

Live Agent

Enable Live Agent to transfer the End User’s chat conversation to a customer support AI Agent. For more information, refer Live Agent Transfer.

Approve Service Request

Enable Approve Service Requests for Analysts to approve Service Requests on the AI Copilot. Not limited to approval, this also enables to retrieve requests. For more information, refer Approve Requests.

Generate Resolution Notes

Enable Generate Resolution Notes for Analysts to generate notes on the resolution of a request. For more information, refer Resolution Summary.

Generate Insights

Enable Generate Insights for Analysts to generate insights in a request to determine the risk factors and other summary details. For more information, refer Generate Insights.

Major Incident Summary

Enable Major Incident Summary for Analysts to generate issue summary using Copilot AI. As these Incidents are of high impact in the organization, AI helps users to log all the required details effortlessly. For more information, refer Major Incident Summary.

Outlook Interactions

Enable Outlook Interactions for users to engage with outlook calendar in managing meetings such as to schedule, cancel, forward and reschedule. For more information, refer Outlook Interactions.

Incident Clustering

Enable Incident Clustering for AI Copilot to generate details pertaining to similar issue type by grouping Incidents as clusters. For more information, refer Incident Clustering.

PII Data (Incident)

Enable PII Data to protect the user’s Personal Identifiable Information on the Copilot AI chat. Which makes AI copilot more responsible to sensitive information on chat. For more information, refer Guardrails.

Live Agent Summary

Enable Live Agent Summary for Copilot to generate summary for Customer Support AI Agents to improve the productivity and maintain accuracy in agent’s chat summary details. For more information, refer Live Agent Summary.

RCA Summary

Enable RCA Summary for copilot to generate summary to determine underlying causes and re-occurring issues in a problem record. For more information, refer RCA Summary.

Enterprise Knowledge Search

Enable Enterprise Knowledge Search for Copilot to provide instant results from the Knowledge Base. User can request Copilot for company’s top 3 travel policies, leave policies etc. For more information refer Enterprise Knowledge Search.

Incident Risk of Escalation

Enable Incident Risk of Escalation to view the escalation bar on the Incident. Based on the historical data patterns the risk escalation is predicted by the Copilot. For more information, refer Risk of Escalation.

Incident SLA Violations

Enable Incident SLA Violations to for Copilot to predict the risk of SLA breach for an Incident. Based on the historical data patterns and current conditions SLA risk is calculated and displayed. For more information, refer Risk of SLA Violations.

Change Type

Enable Change Type for Copilot to predict a change type for a change record based on the historical data from the previous changes. For more information, refer Change Type Prediction.

Service Desk Intelligence

Enable Service Desk Intelligence for Copilot to predict AI suggestions on a record based on the symptom, description, fields in a record. For more information, refer Service Desk Intelligence.

Change Approval Predictions

Enable Change Approval Predictions for copilot to predict risk advisory for planned changes by providing risk and success rate of the proposed changes. For more information, refer Change Approval Risk Analysis.

Change Implementation Risk

Enable Change Implementation Risk for the Copilot to to predict the risk factors and success rate of a Change. For more information, refer Implementation Risk.