A couple suggestions or thoughts on the upcoming AI improvements. Especially around ticket triage and resolution.
- You should have a way to give the AI guidance on how tickets should be assigned. It should not only use what the engineers have been doing historically but guidance in general how it should be treated. For instance, We have engineers that handle specific clients. We have engineers who primarily due on boarding off boarding in Microsoft 365. Ability to give the guidance on a per engineer basis and something equivalent to their resume that can be used by the AI for proper guidance is needed.
- We have hundreds of standard operating procedures internally. The AI needs a way to access and use these standard operating procedures for ticket guidance and resolution. We have already been testing an in house Graph API linkage to ground Microsoft Copilot. Copilot can review all the Syncro data as well as data from our documentation system and our SharePoint sites, and put all this together for proper guidance that fits our processes.