About Syncro's AI Features

Who Can Access Syncro AI Features

AI Ticket Summarization, Automated Ticket Triage & Dispatch (currently in Open Beta) and Guided Ticket Resolution (currently in EA) require the Team Plan.

About Security Permissions

• Syncro AI features are accessible by Syncro Users in your account as long as those users have access to the underlying feature.
• AI features are assistive by default: AI-generated summaries, classifications, and suggestions are surfaced for a technician or administrator to review, and scripts, remediations, and resolutions are only executed based on a human decision. Where a feature can act automatically on your behalf, such as Automated Ticket Triage & Dispatch, you choose whether to turn that automation on, and you can review or reverse an automated action at any time.
• Your data is processed within Syncro's own cloud infrastructure (Amazon Web Services and Microsoft Azure) and is not shared with third-party AI vendors for the purpose of training their models. Syncro's AI features run on third-party AI model providers, each of which is assessed for security practices and covered by a Data Processing Agreement before being used to power any Syncro AI feature.

Data Privacy 

To ensure AI Ticket Summaries remain technically focused and secure, the system applies the following logic:

• Excluded: Credentials, passwords, personal contact details, and personal names.
• Included: Technical identifiers (e.g., error codes or specific sender addresses) are included only when essential to understanding the issue, such as diagnosing an email routing problem.

Enabling/Disabling AI Features

For new accounts, the “Enable AI Features” and the “Ticket Summarization” and “Guided Ticket Resolution” boxes are checked by default. Ticket Triage and Ticket Dispatch dropdowns default to disabled.

Checking the “Enable AI Features” box allows Syncro to use your anonymized data to improve our AI features. You can change this setting anytime under Admin > AI - Preferences:

When the “Enable AI Features” box is checked, you can also individually enable/disable the individual AI features using the checkboxes and dropdown menus below it. For example, you might want to use Guided Ticket Resolution but not AI Ticket Summarization. For the Automated Ticket Triage & Dispatch feature, you can set Ticket Triage and Ticket Dispatch independently to either: automatically assign a priority/technician, suggest a priority/technician for you to confirm, or disable the feature.

After enabling Ticket Priority Suggestions or Ticket Technician Assignment Suggestions, the system silently builds a skill matrix for each technician based on up to 100 resolved tickets from the past six months. This process can take up to 24 hours. Tech recommendations may not appear until this initial analysis is complete.

Accuracy

AI-powered tools are designed to provide information and results based on Artificial Intelligence (AI) algorithms, which identify patterns and relationships from large amounts of data. There is a possibility of inaccuracies, omissions, or misleading outcomes due to the complexities and limitations of AI technology. 

Syncro has built its AI features to reduce the likelihood of inaccuracies or misleading outcomes, but there is currently no way to fully eliminate errors. Rest assured, all suggested resolutions and scripts are approved by humans and not generated by the AI. You can flag any AI output as helpful or not helpful from within the product to help improve future results.