Crow Canyon Software announces NITRO Copilot for NITRO Help Desk. Leveraging the power of Microsoft Copilot, along with your unique enterprise data, NITRO Help Desk’s NITRO Copilot helps you take service to the next level. Learn why more organizations are adding an AI knowledge base.
Enterprise Data + Copilot = NITRO’s KB Copilot
Now you can leverage your existing knowledge base articles, historical tickets, and essentially any other data your organization has. This is what makes NITRO’s KB Copilot work uniquely for your organization. It provides intelligent, appropriate answers to users and reducing demand on help desk technicians.
When NITRO Copilot can pitch in, help desk technicians are then able to focus more quickly on the more advanced tickets that really do require human help.
For example, let’s see what happens when a user is having trouble logging into their Cisco VPN.
NITRO’s KB Copilot is able to reply quickly with a first line of resolution. This is the beauty of an AI knowledge base. For some users, this will resolve the issue right away and a help desk technician will never have to intervene. However, in the case where a user still needs help, a ticket can then be created directly from KB Copilot.
Or, a user can continue the conversation with NITRO Copilot. Below, the user replies indicating they have already tried the first suggestion NITRO Copilot suggested. They ask for more information on how to contact Cisco. NITRO’s KB Copilot replies to the user promptly with all the information they need to do this.
Lastly, NITRO Copilot can link to existing knowledge base articles as shown below. If a user needs help connecting to their printer, for example, NITRO Copilot can walk them through the steps. They can then also click through to the appropriate knowledge base article.
As you can see, NITRO Help Desk’s KB Copilot is capable of some heavy lifting, making it perfect for an overloaded help desk or team of small technicians. Users also benefit as there is no wait time – they get instant support. Management loves it because support is given 100% “by the books” every time and help desk technicians are then able to provide a faster turn-around on more advanced tickets that truly require human intervention and problem solving.
This is all good news since the ideal IT staff to user ratio is 82:1, but most organizations have a ratio closer to 136:1. This makes for overloaded IT help desk technicians, frustrated users, and less than ideal stats for management. By leveraging the power of NITRO’s KB Copilot, the whole organization wins.
