About Syncro's AI Features
Table of Contents
Who Can Access Syncro AI Features
- AI Ticket Summarization,
- Automated Ticket Triage & Dispatch (currently in Open Beta), and
- Guided Ticket Resolution (currently in Open Beta)
all 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 “Ticket Summarization” boxes are checked by default. You must check “Enable Guided Ticket Resolution” to opt into this feature. 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 AI Ticket Summarization but not Guided Ticket Resolution.
Guided Ticket Resolution
Once you've enabled Guided Ticket Resolution, you can choose default script suggestions for specific issue categories:
The options in the dropdown menus contain all scripts in your Syncro account's scripts tab, plus the one system script that Syncro provides specifically for that category. The initial value is the system script per category. You can change that value to match one of your own scripts if preferred. Whatever is currently selected here at the time of a guided ticket resolution suggestion is the default suggestion, which the Technician can choose to override on the fly.
Tip: Click View Script to open a page with more information about the selected script.
Automated Ticket Triage & Dispatch
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. See Automated Ticket Triage & Dispatch for more information.
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.