AI copilot is widely used across many domains for productivity and efficiency. According to two statistics from IDC InfoBrief, 65% of LOB managers choose Microsoft Copilot as the most critical solution for their teams' professional success. Work Trend Index Special Report also claims that 77% of copilot users didn’t want to give it up once they started using it.

Ever since GitHub and Microsoft spearheaded the widespread popularity of copilots, every business has wanted to have its version of copilot for workplace productivity.

But what do IT leaders do to facilitate AI copilot success? Let’s discover what you can do as a business leader to drive copilot success.

Here is our IT leaders’ guide to help you learn and implement the right strategy for AI copilot success.

In a very surface-level concept, a copilot sits next to the pilot and assists him in maneuvering various flight operations activities. Similarly, An AI copilot is an AI-powered assistant that helps you work more efficiently and effectively. It alleviates the workload by providing the right information, contextual support, and additional functionalities by fetching data from enterprise-grade systems or applications.

In service desks, an AI-powered copilot is designed to answer employee questions, improve relevance and accuracy, and eliminate dependence on agents. Thus, an AI copilot improves the mean time to respond, minimizes the impact of downtime, and enhances productivity.

Enterprise workflows are cumbersome, repetitive, and mundane. Employees spend too much time accomplishing these tasks. Yet, one mistake can mean delays and a backlog of tasks for them. AI copilot boosts employee efficiency and resolves workplace issues in real time.

AI copilot helps you accomplish various service desk objectives —

• Answers for routine queries - AI copilot provides relevant and accurate answers in simple languages by understanding the intent behind the NLP queries.

• Automation for routine tasks - Your service desks can utilize an AI copilot to generate responses and craft AI summaries to improve communications and the level of support. Employees can retrieve knowledge articles in consolidated forms and save time on problem resolutions.

• Streamlining mundane workflows - AI copilot can interact with your systems, streamline back-and-forth workflows, and automate cross-functional activities.

Service desks can save time in fulfilling employee requests by using AI copilot, which speeds up response, coordination, and problem-solving for every stakeholder associated with IT support. But, the catch is if your AI copilot unleashes what you wish to gain for your workplace productivity. It largely depends on the implementation strategies of your AI copilot.

Under the fold, the truth is that an AI copilot is only effective when it can unleash the desired results. To gain desired objectives from your AI copilot, you must ensure the effectiveness of search, automation, and productivity capabilities.

The service desk is designed to improve support and enhance employee or customer experience. AI has brought efficiency to some extent, but not entirely. AI copilot is an excellent extension of your service desk to automate end-to-end responses and service fulfillment.

Improving three core components—search, automation, and productivity—is a great way to ensure the AI copilot's effectiveness and enable its success. These components are essential for various reasons for service desks and employee support.

• Search - Enterprise search gives you answers that your employees need to solve domain-specific problems. AI copilot can help you achieve this purpose.

• Automation - AI copilot can facilitate actions and drive automation when armed with knowledge articles.

• Productivity - AI copilot, combined with search and automation, improves knowledge discovery and information retrieval, thereby improving problem resolution.

As an IT leader, your core responsibility would be to check if your AI copilot provides these conveniences through enterprise search, automation, and productivity.

Enterprise search differs from typical search functions on the internet, which randomly provides keyword-based search results. Enterprise search always takes care of domain-specific knowledge to give employees the exact information they need to solve a problem.

For example, suppose an employee needs to know the setup configurations for his specific VPN tools. In that case, an AI copilot can help him find information. If the typical search function had to provide this answer, there would have been a couple of options that misleads other than help.

AI copilots use a variety of components to improve search functionalities and improve the effectiveness of enterprise workflows for your help desk or service desk.

• AI copilots use NLP to parse the helpdesk query, understand the intent, and provide the relevant answers.

• Machine learning used in AI copilot uses algorithms to analyze user behavior, learn from past interactions, and continuously improve search relevance for your employee support.

• An AI copilot can be trained to use knowledge graphs to distinguish between various entities, which can provide insightful answers.

• The combination of conversational AI helps AI copilot engage in back-and-forth dialogs with humans and provide custom answers.

• Integrating enterprise systems improves AI copilots' efficacy and search efficiency for custom and unique questions.

Workativ’s Knowledge AI is a perfect tool to turn your conversational AI into an AI-powered copilot. It allows you to train your platform with necessary knowledge repositories and gain hybrid NLU capabilities to improve search results. With domain-specificity, your employees can find answers to workplace-related queries and gain auto-resolution capabilities. Using Knowledge AI integration with your conversational AI chatbot, your AI copilot makes finding information on HR, IT, and operations easy.

Knowledge AI advantage for employees and service desks:

AI copilot built on Knowledge AI can dramatically help employees and service desks

AI copilot uses Generative AI, AI, ML, and conversational AI to automate routine tasks by improving intent and context, streamlining employee self-service. These technologies allow AI copilots to narrow search results to more specific information, automate repetitive tasks, and free up employees for strategic tasks. By improving the intent and context of a search query through continuous learning, AI copilot can improve automation and transform employee self-service.

For example, an employee asks the AI copilot how I can access MS Office. AI copilot would ask for approval from the manager and provide him access. With automated actions, AI copilot can streamline workflows and improve employee experience.

Widespread use cases an AI copilot can enable include,

• Incident triage - AI Copilot uses NLP to analyze incident descriptions and assign them to appropriate teams to handle incidents.

• Knowledge management - With AI Copilot, it is easy to analyze incident resolutions and extract essential information to create new knowledge base articles.

• Workflow management - AI copilot can ensure timely processing of requests and routing them to the right team based on priority.

Workativ’s conversational AI unleashes the power of large language models and helps IT leaders turn conversational AI platforms into powerful AI copilots to automate various help desk tasks, such as password resets, software installs, and user deprovision.

AI copilot can combine search and automated action to improve productivity and streamline support. By streamlining information retrieval processes and automating routine tasks, AI copilot helps you achieve unprecedented productivity for your support teams and employees.

AI copilot’s intelligence and LLM capabilities provide excellent results, which include,

• Faster problem-solving: Copilots can quickly categorize and prioritize problems, find solutions, and automate routine tasks. This means issues are solved much faster.

• More productive teams: Copilots can handle routine tasks so that teams can focus on more important work. This makes everyone more productive.

• Improved knowledge base: Copilots can automatically create and update a knowledge base so that people can find answers themselves.

• Enhanced operations: Copilots can help different departments work together better and automate tasks, making everything more efficient.

• Data-driven results: Copilots can show how quickly problems are solved and how much time teams save.

Rather than relying on a typical copilot, leveraging custom solutions like Workativ’s Knowledge AI-based copilot can improve productivity by accelerating autonomous problem-solving capabilities.

AI copilot drives business demands by facilitating the automation of routine tasks. IT leaders are well aware of the overwhelming workflows that bombard IT teams. AI copilot comes to the rescue and provides much-needed relief to employees and service desk agents. But, a typical AI copilot can handle only generic queries, not custom ones. If you wish to drive AI copilot success in tandem with your workplace’s objectives, you must ensure your AI copilot tool incorporates enterprise-grade search, automation, and productivity capabilities.

Workativ can help you at a large scale with its LLM and Generative AI technology to give you the power of hybrid NLU and elevate the search experience. Book a demo today.

1. What is an AI copilot for service desks?

An AI copilot is an LLM-powered or AI-powered assistant for service desks to help automate routine tasks, solve employee problems for everyday tasks, and increase productivity and efficiency.

2. What is the biggest challenge in implementing AI copilot success for service desks?

Service desks have a growing problem with unprecedented tickets, which need auto-resolutions for routine tasks. Custom AI copilots could offer solutions to the challenge. Unfortunately, most AI copilot possesses limited knowledge access and provide personalized responses to solve service desk problems.

3. How can you ensure the success of AI copilot implementation?

The integration of massive repository corpora, including organization-wide knowledge for enterprise search, automated actions, and productivity, can ensure the effectiveness of AI copilot success.

4. How does enterprise AI copilot aid in employee support?

Employee support includes various routine tasks such as password resets, account unlocks, software installation, software upgrades, notification reminders, employee onboarding, leave inquiries, and so on, which are easy to solve with AI copilot’s assistance.

5. What is a simple method to drive the AI copilot’s success?

When combined with enterprise search, automation, and productivity, AI copilot can unleash massive potential for task automation. Workativ’s Knowledge AI can fulfill this objective by allowing AI copilot to generate custom responses.