Empower AI Copilot and IT Autopilot to better assist both you and your end users, ensuring they can reference a broader range of KBAs, perform key actions and streamline troubleshooting. See how ‘AI-ready’ each site/customer is, and what to do next to improve IT Autopilot and AI Copilot knowledge + actions. The more complete this is, the better suggestions and automations you get.
Note: Full admin permissions are needed to access AI Center.
To open AI optimization:
Go to AI Center (sidebar) > AI optimization.
Optimization status and breakdown
Shows the overall AI-ready percentage for your environment and how it breaks down between AI knowledge and actions (think of it as a skill tree). Expand knowledge by implementing or adding KBAs, and enhance actions by adding scripts, assigning agents to contacts, syncing with Azure/Microsoft 365, and connecting domain environments.
Improve AI knowledge
Knowledge base insights based on your existing documentation provides contextual, personalized solutions for common issues. Ensure your team and end users receive the best possible suggestions by regularly updating your knowledge base.
For more info on creating or generating articles, see
Expand AI capabilities
AI Copilot and IT Autopilot can perform actions directly on end-user devices, like installing a network printer locally or managing Azure AD groups and resetting passwords remotely. Ensuring your contacts are set up properly helps maximize the service’s potential, making support seamless and efficient for both local and cloud-based tasks.
End users: Assign agents and add phone numbers to your end users for seamless troubleshooting. For more info, see:
AI assignment suggestions
Automatically match users in bulk to the right agents using AI analysis of names, email patterns, and domain details.
Note: The user’s email in Azure AD must match the local user’s email for the AI assignment suggestions to work.
To generate AI assignment suggestions:
1. Under User actions, click AI assign suggestions.
The AI user assignment window appears.
2. Select a site to view all users in that site who don’t have an assigned agent.
3. Use the AI suggestions filter to view only users for whom the AI found a potential agent. Turn the filter off to see all remaining unassigned users for manual assignment.
4. Click Save assignments.
Note: Hover over the AI-generated confidence score tag for each suggestion to see the reasoning and logic behind the match.
Azure AD and Microsoft 365
Sync your end users with Azure AD and Microsoft 365 for more accurate and personalized support, leveraging up-to-date contact information. For more info on enabling password resets for AI Copilot and IT Autopilot, see Azure AD: enable password reset
For more info on syncing users, see:
For more info on syncing contacts, see:
Note: If you're not using AzureAD, don't worry. Just make sure other areas, like contacts and phone numbers, are properly set up to maximize AI Copilot's and IT Autopilot's full potential.
Domains
Connect all your domains to enable password resets, simplifying and automating user management for improved security and efficiency. You can reset passwords for local users, users managed by the domain controller (when connected), and Azure AD users (after syncing).
Note:
- New passwords will be sent to end users via SMS.
- If you're not monitoring a domain environment, no worries. Just ensure other areas, like contacts and phone numbers, are properly set up to fully leverage AI Copilot's and IT Autopilot's capabilities.
To connect to a domain:
1. Click Connect domain alongside the domain controller you want to connect to.
The Domain Controller settings window appears.
2. Enter the username and password (admin credentials for the domain controller), without the domain. Then click Save.
Note: If the domain controller is no longer listed on the Domain Actions List after adding the domain account and password, and no error appears, this indicates that the process completed successfully.
Additionally, this action should slightly increase the optimization status (the "AI ready" percentage).
