AI Center: Overview tab

The AI Center Overview tab is your go-to hub for seeing how AI Copilot and IT Autopilot boost your team’s efficiency and elevate the end-user experience.
Here you can track ticket activity for a selected time range, measure the hours saved by IT Autopilot, and spot trends showing total tickets alongside those assisted and solved by IT Autopilot. You’ll also get a clear view of your AI optimization level, plus guided tasks to help you take it even further.

Note:

The Overview tab is currently available to IT Autopilot users only and will soon be available to AI Copilot users as well.
Full admin permissions are needed to access AI Center.

Performance stats

View key IT Autopilot performance metrics for a selected time range. Click the dropdown to select 7, 30, or 90 days.

Note: The selected time frame applies to all graphs on the Overview tab, and the data in each graph will adjust accordingly.

Total hours saved: Time IT Autopilot saved your team by handling tickets, measured in hours.
Tickets solved: Percentage of tickets IT Autopilot initiated that it resolved.
User satisfaction: Percentage of users who rated their IT Autopilot conversation positively.
Reopen rate: Percentage of tickets reopened after being closed by IT Autopilot.

Hours saved on tickets

IT Autopilot works around the clock to save your team valuable time every day. The IT Autopilot hours saved on tickets graph visualizes this, showing a daily breakdown of total hours saved by IT Autopilot alongside the calculated daily average.

Hover over any date to view details of where those hours came from, including how many tickets IT Autopilot assisted with and how many it resolved that day.

How are the hours saved calculated?

The hours saved are estimated by AI by comparing technician actions to those handled by IT Autopilot. For each ticket, the human-equivalent effort that IT Autopilot eliminates is calculated by analyzing the actions performed, measuring how long those actions would typically take for a human technician, and subtracting the time they took IT Autopilot to execute. The result is an estimate of technician time saved added to the total time saved by IT Autopilot.

These examples of real ticket conversations highlight how IT Autopilot saved time by resolving issues and assisting users, showing exactly how much time was saved at each step.

Example 1: Solved by IT Autopilot

A user reported they couldn't connect to the corporate VPN.

IT Autopilot ran diagnostics on the VPN connection, detecting a VPN adapter issue before guiding the user through a repair attempt, and then a full automatic reinstallation of the VPN client.

Time-saving actions taken by IT Autopilot:

Detected VPN adapter issue and proposed a restart (4 min): Realistically, a technician would need a few minutes to analyze such a connectivity problem and suggest a restart as a quick remedy.
Guided the user through a VPN client repair attempt (6 min): A technician would typically have to spend several minutes finding the information and explaining each step in detail, especially if it involved multiple interface interactions expecting user confirmation.
Suggested and initiated FortiClient reinstallation (8 min): This would take around 8 minutes for a technician as it involves assessing reinstallation needs, executing, and monitoring the installation progress.

In total, IT Autopilot saved 18 minutes, time that would typically require a technician to troubleshoot and fix manually, resolving the issue instantly and allowing the user to reconnect to the corporate network.

Example 2: Assisted by IT Autopilot

The user reported needing access to a specific file in the company platform database.

IT Autopilot first checked internally for any required permissions or guidance, reviewing the organization’s knowledge base to find the proper process. It identified that approval from the Finance team was needed and provided the user with the necessary instructions. Then, without waiting for further input, IT Autopilot escalated the request to a technician to complete the final step. By handling everything up to the approval, IT Autopilot minimized back-and-forth communication and sped up the process.

Time-saving actions taken by IT Autopilot:

Checked organization knowledge base for access requirements (3 min)
Advised the user to obtain Finance department approval (3 min)
Technician granted access to the user (3 min)
Technician explained that re-login was required to activate permissions (3 min)

In total, IT Autopilot saved 10 minutes, time a technician would normally spend figuring out the process and communicating instructions, while ensuring the user got access quickly and efficiently.

Tickets solved over time

Visualize your team's success with a graph showing the number of tickets solved by AI, assisted by AI, and total tickets over the selected time period.

AI optimization tasks

See your current AI optimization level and recommended tasks, including integrations and automations that help improve setup and support operations.

Actionable insights

See how many actionable insights are available. Click to go to the Actionable insights tab and view AI-generated recommendations based on your data to help improve efficiency. Learn more

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