Apex v2 AI

Apex V2 AI outlines how End User, Approver, and Analyst—interact with the ITSM platform through the Copilot Assistant, streamlining tasks such as incident creation, approval workflows, and live agent engagement. With AI-driven capabilities, the assistant enhances productivity, reduces effort, and brings contextual intelligence into everyday IT operations.

End User Persona: Self-Service Simplified

• Create Incidents and Service Requests:
  The end user can initiate incidents or raise service requests using natural language prompts (Example: "My laptop won't start" or "Request for VPN access") through the Copilot Assistant.

• Update Existing Tickets:
  Users can provide additional information or follow up on existing requests by referencing ticket numbers or contextual phrases.

• List and Track Requests:
  A simple query like "Show my open tickets" or "List pending service requests" fetches a real-time status view of all ongoing interactions.

• Search Knowledge Base Articles:
  Users can ask Copilot for solutions before raising a ticket. Example: "How do I connect to the printer?" Copilot intelligently fetches relevant articles, reducing ticket volume.

Benefits:
Self-sufficiency, reduced wait time, and faster access to resolutions.

Approver Persona: Accelerated Decision-Making

• View Pending Approvals:
  Approvers can request a list of all service requests awaiting their action with prompts like “What requests are waiting for my approval?”

• Approve or Reject Requests:
  With just a few clicks or a typed command like "Approve SR12345" or "Reject SR56789 with comment 'Insufficient justification'," decisions are logged with audit trails.

• Informed Decisions with Context:
  Copilot provides summarized request details including requester, service description, urgency, and attached documentation—enabling quick yet informed action.

Benefits:
Faster approvals, increased accountability, and fewer workflow bottlenecks.

Analyst

The Analyst is typically a frontline IT support agent, service desk technician, or helpdesk analyst. Their main responsibility is to resolve incoming service requests and incidents efficiently, offering support and solutions to end-users within defined SLAs.

 Key Features Used

• Agent Chat Summary for holistic ticket view

• Contextual ticket information display

• Automated recommendations (knowledge articles, next steps)

• Ticket and workflow automation

Let us see the actions carried out by, End Users, Approvers, and Analysts in Apex v2 AI.