Raitek DTG: Copilot Ai2B AI solution for optimizing Service Desk

The main articles are:

• IT Service Management, ITSM
• Business Intelligence (BI)

2025: Introducing an AI Solution to Optimize Service Desk

Raitek DTG has developed its own solution based on artificial intelligence (AI), which will allow domestic companies to increase the efficiency of Service Desk. In particular, reduce the cost of the first support line from 50% to 90% and up to 30% - to the second support line. The company announced this on January 20, 2025. Automating routine tasks will allow employees to focus on more important and strategic work. In addition, training the model on customer data will reduce the time for searching for information tenfold .

According to Raitek DTG experts, only about 30% of Russian Service Desk information systems use the capabilities of artificial intelligence. At the same time, most technical support departments continue to use outdated or self-written systems, which leads to significant time costs for performing routine tasks.

In the context of the withdrawal from the Russian market of foreign Service Desk systems using AI technologies, the domestic market faced a shortage of tools, which negatively affects the level of services provided.

This AI solution "Raitek DTG" Copilot Ai2B is aimed at automating processes and optimizing the operation of technical support. It reduces the cost of the first support line from 50% to 90% and significantly reduces the time to find solutions and analyze problems on the second and third lines. At the same time, Copilot Ai2B easily integrates with any Service Desk through the API and does not require complex configuration.

Artificial intelligence in technical support is not just a fashion trend, but a real assistant who provides the opportunity to quickly find solutions and makes the work transparent, "said Evgeny Vergazov, Managing Partner of Raitek DTG. - Copilot takes on routine tasks. After the departure of Western solutions, Russian companies lack tools that simplify life. Copilot Ai2B closes this gap. This is a versatile solution that makes Service Desk smarter and more efficient.

Raitek DTG offers test access to Copilot Ai2B, which will allow potential customers to assess the product's capabilities on their data. The introduction of an AI-based solution helps to optimize business processes and improve the overall efficiency of the company.

Automating routine tasks helps, first, reduce the time it takes to complete them, allowing employees to focus on more important and strategic work.

Secondly, training the model on the data of a particular company allows you to generate accurate and relevant responses to user requests, which improves the quality of service.

Thirdly, the system analyzes applications and identifies problems, which greatly facilitates the operation of the third support line and contributes to a faster solution of emerging difficulties. This is especially true in conditions of lack of time for a systematic approach to solving problems. Copilot Ai2B finds similar requests and offers ready-made solutions. In the case of a massive incident, when technical support receives a large number of requests of the same type, it is important to quickly determine that similar requests are already being processed and notify the performer. Applying the experience gained during previous tasks allows you to act as if you always have an experienced colleague at hand who knows exactly where to look for a solution. This greatly facilitates the operation of the second technical support line.

In addition, working with the knowledge base provides prompt access to the necessary information. The knowledge base of a company can contain hundreds or thousands of articles, and in this volume data it can be difficult to quickly find the right ones. As part of the solution, training the model based on the existing knowledge base allows you to generate answers to any questions related to the specifics of the customer company. For this, local LLM (Large Language Model) and RAG (Retrieval Augmented Generation) architecture are used, which contributes to the search and formation of accurate answers. As a result, the service effectively answers questions from users and consultants on all technical support lines.

Finally, BI reporting using the pre-configured open source Metabase solution provides real-time access to key metrics. This allows you to make informed management decisions at all levels based on current data. The solution allows you to customize dashboards for daily, weekly and monthly analytics. These sections help you manage support quickly, track week-to-week trends, and provide reporting.

According to ITIL standards, working with problems is necessary for mature technical support. But who likes to dig into applications and distribute them among problems? Copilot Ai2B analyzes requests, helps quickly combine them into known problems, or identifies new ones. Instead of the long proceedings that the third support line usually conducts, the company receives a ready-made report with grouped applications. Further, the detected problems can be passed to the development team for correction. For example, one of the companies thus automated the search for root causes using Copilot Ai2B and reduced the analysis time by 40 hours per month. said Vitaly Kudryashov, founder of the "Intellectual Transformation Laboratory" of Raitek DTG.

Vitaly Kudryashov also stressed that the processing of each application begins with the assignment of the necessary signs to it. For a request to be routed along the desired route, someone must complete this task. Manual categorization of applications is long, tedious and with a bunch of mistakes. The AI-based solution automatically determines the priority, type, service and other categories that are relevant to the company. This helps to avoid errors, speeds up the processing of applications and saves the time of the first line. For example, one of the companies that began using our solution reduced the processing time of first-line applications by 40%. Now the tasks are immediately received by the right specialist, and employees can devote more time to important tasks.