SysAid Copilot Customers Showcase Significant Productivity Gains with AI-Powered ITSM

SysAid Recognized in 2025 Gartner® Innovation Guide for Generative AI Technologies

TORONTO, Feb. 19, 2025 /PRNewswire/ -- SysAid, a leading provider of Enterprise and IT Service Management solutions, is thrilled to announce that it is recognized as one of the Emerging Leaders in the 2025 Gartner® report for AI Knowledge Management Apps/General Productivity.

By leveraging AI-driven automation, SysAid empowers IT teams to work more efficiently, resolve issues faster, and enhance user experiences. Customers across industries have highlighted the transformative impact of SysAid's AI-powered solution in their Gartner Peer Insights™* reviews. Among them, a Customer Service and Support leader in the Banking Industry ($1B-$3B organization) shared: "This IT Helpdesk product makes our job very easy. It offers a lot of software features that empower problem-solving to its full potential, it also documents end-user tickets by using analytic capabilities which makes resolving tickets much easier. The introduction of AI tools has taken this ITSM to a different level and I personally believe it's among the leading products in the current market."

Driving Innovation with AI-Powered ITSM

The impact of SysAid's next-gen ITSM platform is further validated by real-world success stories from SysAid Copilot customers across industries.

• Manufacturing: Isratech Jamaica, providers of products and services for applications in the agricultural, water and energy sectors across the Caribbean and Central America. IT issues were resolved by the AI Chatbot or Emailbot without needing service requests or human intervention within 3 months of adoption resulting in 25% AI-contained tickets.
• Consumer Goods and Retail: CYBEX is a global company specializing in baby gear and parenting products, with operations across multiple countries. Reduced Level 1 ticket handling by 20% in the first phase of adoption and resolved 93% of conversations without the need for human intervention, speeding up response times and de-loading the IT team.
• Financial Services: Republic Bank of Ghana, prominent financial institution offering a wide range of financial services, including loans, credits, and mortgages with 39 branches and a workforce of more than 1,000. Reduced resolution times by 90% and increased SysAid adoption by 100% with the upgrade to SysAid Copilot.

"We believe this recognition reflects the momentum of our AI-driven solution further reinforcing our commitment to driving innovation that delivers real impact and enhances productivity. In our view, this acknowledgment affirms we're on the right track—with much more ahead," said Avi Kedmi, SysAid CEO.

SysAid Copilot, a comprehensive set of generative AI capabilities, transforms the service experience by empowering agents to resolve issues effortlessly with structured tickets and accessible knowledge. Simultaneously, it enhances user satisfaction by delivering a consumer-grade conversational experience, enabling employees and clients to find answers independently, reducing support dependency, and boosting overall productivity.

Gartner Disclaimer:
Gartner, Innovation Guide for Generative AI Technologies (10 February, 2025), By Generative AI Team.
GARTNER and Peer Insights are a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation.
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*https://www.gartner.com/reviews/market/artificial-intelligence-applications-in-it-service-management/vendor/sysaid-technologies/product/sysaid/review/view/5730436

About SysAid
SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose.

With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com.

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