Getting Started with ServiceAI

ServiceAI transforms your service desk by guiding you through a strategic three-phase approach to service desk improvement and AI deployment readiness.

The three stages are:

• Analyze: Review your current performance through data intelligence across multiple facets
• Test: Review and revise AI responses and documentation improvements in a safe environment, all while continually improving and monitoring the human aspects of your service desk agents
• Deploy: Validate and scale your AI agent deployment to your clients through CloudRadial's ChatAI platform

Following these three key phases ensures your AI deployment is battle-tested and ready to reduce Tier 1 costs while maintaining service quality.

• Getting Started: Setting Up Technical Service Desk Analysis
• Connect Your Ticketing and Documentation Platforms
• What to Expect After Connection
• Signing In and Finding Your Way Around
• Your Day-to-Day Workflow with ServiceAI

Getting Started: Technical Analysis Setup

Your ServiceAI journey begins with connecting your existing systems to unlock immediate intelligence about your service desk performance. The platform analyzes your historical data to establish baseline metrics and identify opportunities for improvement.

Connect Your Ticketing and Documentation Platforms

To begin analysis, you'll need to integrate your PSA/ticketing platform, as well as documentation system(s), with ServiceAI. This connection enables comprehensive data analysis across all your service desk operations and is the foundation of the insights you will receive with ServiceAI.

Next Step: Connect Your Systems to ServiceAI →

A Ticketing System Connection:

• Generates Relative Performance Score (RPS) analytics across tickets, agents, and users
• Analyzes historical patterns to identify automation opportunities
• Evaluates agent communication quality and resolution effectiveness
• Assesses client interaction patterns to predict AI deployment success

A Documentation Platform Connection:

• Reviews knowledge base article quality and AI-readability scores
• Identifies documentation gaps that impact both human and AI performance
• Enables AI-assisted article generation from ticket patterns
• Optimizes existing content for better search and automation capabilities

What to Expect After Connection

Within a few minutes, ServiceAI completes initial analysis of your historical data and populates your dashboard with RPS values, trend analytics, and baseline performance metrics. This marks the beginning of your exploration into three key improvement areas:

AI Testing and Validation:

• Deploy the ServiceAI pod inside your PSA so technicians can use AI Chat directly on a ticket for internal testing
• Gather feedback from technicians on AI-generated responses and recommendations
• Generate improvement tasks for service desk managers based on agent interactions
• Validate AI responses against your specific client needs and communication styles

Documentation Enhancement Opportunities:

• Identify articles with low AI-readability and grammatical scores that need improvement
• Discover knowledge gaps where tickets lack supporting documentation
• Generate new articles from recurring ticket patterns using AI assistance
• Optimize existing content for both human technicians and AI systems

Service Desk Performance Insights:

• Review tickets flagged by ServiceAI as problematic or high-complexity
• Understand agent workload distribution and performance variations with human agent scorecards
• Analyze client relationship patterns and satisfaction indicators
• Identify training opportunities before AI deployment

Signing In and Finding Your Way Around

When you sign in to ServiceAI, the application now opens directly to AI Chat — your everyday workspace for asking the AI about tickets, companies, users, and your knowledge base. From there, the reorganized left sidebar groups the rest of the platform into clear sections:

• Favorites: users and companies you have starred for one-click access (also at /favorites)
• My Dashboards: the analytics tabs and widgets that used to be the landing page
• Tickets, Companies, Users, and Articles: ServiceAI's core data tabs
• Settings and Personal Settings: reorganized so the most-used items are at the top, with overflow tucked behind “See more”

The header includes a sparkle help icon that opens the About ServiceAI / Help blade for fast access to documentation, support, and version info. The constellation icon next to it opens Ask Orion, the in-app product help chat for platform questions.

Your Day-to-Day Workflow with ServiceAI

Once integrated, ServiceAI becomes part of your regular service desk management routine.

For Daily Operations:

• Monitor new tickets with low RPS values requiring documentation improvements
• Review agent performance insights and coaching opportunities
• Use AI Chat (from the home page or directly on a ticket) to validate AI responses for recurring issues before they go to clients
• Review system recommendations for documentation and process changes

For Weekly Analyses:

• Examine trend reports to identify emerging patterns or client concerns
• Prioritize documentation creation based on ticket volume and AI confidence gaps
• Assess agent feedback from AI Chat interactions and plan training accordingly

For Monthly Strategic Reviews:

• Track RPS score improvements across all categories to determine impact
• Plan AI deployment phases based on confidence levels and client readiness
• Measure cost reduction opportunities as automation candidates are identified

This systematic approach ensures you move from reactive service desk management to proactive, data-driven optimization that prepares your team for successful AI assistance in the desk (or even replacement of high-RPS tickets).

Next Step: Understanding Your RPS Values →