ServiceAI FAQs

ServiceAI is CloudRadial's AI-powered platform that transforms your PSA ticket data into actionable insights. By analyzing your existing support tickets, ServiceAI generates Relative Performance Scores (RPS) that help you understand performance trends across tickets, agents, and users, giving you data-driven visibility into your support operations.

Whether you're looking to improve response times, identify training opportunities, or better understand client satisfaction patterns, ServiceAI works with your current PSA integration to deliver insights without disrupting your existing workflows.

Below you'll find answers to the most common questions about how ServiceAI handles your data, integrates with your tools, and helps you leverage AI to enhance your MSP operations.

• Data Security & Privacy
• Integration & Compatibility
• Performance Metrics & Analysis
• Product Support & Updates

Data Security & Privacy

Do you share my data with other MSPs?

• No, your data is never shared with other MSPs or used to train AI models. ServiceAI operates with strict data isolation - your ticket data remains completely separate and private to your organization.
  
  We utilize Azure OpenAI's enterprise-grade infrastructure, which includes robust data separation policies and security controls that ensure your information stays within your designated environment. Your data is processed securely and remains under your control.
  
  Regarding data retention: We only retain your data for as long as you remain an active ServiceAI client. When you discontinue the service, your data is removed from our systems. During your active subscription, this retention allows ServiceAI to maintain historical context for accurate performance scoring and trend analysis.
  
  Your data is never used to improve our AI models or shared in any aggregated or anonymized form with other organizations. Each MSP's ServiceAI instance operates in complete isolation from others.

For more details on ServiceAI's data privacy, please read this article.

How do you handle sensitive data in my tickets? 

• ServiceAI automatically attempts to cleanse your ticket data before processing to protect sensitive information. Our system attempts to identify and remove common sensitive elements, including:

  • Email signatures and contact details
  • Passwords and authentication credentials
  • Personal identifiers (SSNs, account numbers, etc.)
  • Financial information
  • Any other sensitive data patterns

  This approach allows ServiceAI to generate accurate Relative Performance Scores while maintaining the highest standards of data privacy and security for both your organization and your clients.

  Please Note: This cleansing process is designed to identify and remove sensitive information before your ticket data is analyzed. While we implement multiple safeguards to strip out sensitive details, we recommend reviewing your data practices and avoiding including highly sensitive information in ticket content when possible. 
  
  Our system focuses on retaining the technical and contextual information most relevant for performance analysis; however, no AI system is perfect. We recommend that all MSPs (and agents) review and serve as the final authority before data is shared with clients.

Integration & Compatibility

How does ServiceAI work with Chat tools? Does it only work with CloudRadial chat?

• In terms of chat tool compatibility, ServiceAI only works with CloudRadial Chat (aka ChatAI). In ChatAI, ServiceAI can feed chats more contextual data using the same base set of information to enrich and enhance the end user experience in a way that cannot be matched by mixing other chat tools.

How do you create a knowledge base if you don't have one? Where do I get started?

• ServiceAI can help you build a knowledge base from scratch by analyzing your resolved tickets and generating articles that capture the troubleshooting steps and resolutions your team has already worked through. To get started:

  1. Import tickets from your PSA — see the Setting Up ServiceAI section for your PSA's integration article.
  2. Visit the Articles tab and use the Generate action to draft articles from individual tickets or recurring ticket patterns.
  3. Browse the Idea Library for ready-made starting points covering common topics (Microsoft 365 administration, password resets, hardware troubleshooting, and more) — each template links to a trusted source and produces a one-click first draft.
  4. Refine drafts using the Rewrite tool on the Article Details page, which uses AI to improve grammar, readability, and AI accessibility scores.
  5. Optionally, connect an external article system (Hudu, ITGlue, CloudRadial UCP, or your PSA's native KB) so ServiceAI can also draw on documentation you already maintain elsewhere.

  For details on the Articles tab and the generation, rewrite, and Idea Library features, see All About ServiceAI's Articles Tab.

Performance Metrics & Analysis

How does RPS compare to CSAT?

• RPS (Relative Performance Score) and CSAT (Customer Satisfaction) measure different things and complement each other rather than overlap.

  • CSAT is a survey-based measure of customer satisfaction — typically a "How satisfied were you?" question after a ticket closes. It captures the customer's emotional response to the experience. Coverage is limited to customers who respond to the survey, which is usually a fraction of all tickets.
  • RPS is an AI-derived score calculated on every ticket automatically. It analyzes the ticket's description, resolution, communication patterns, and time-to-resolve against your knowledge base and similar past tickets to assess how well the ticket was handled from a technical and process standpoint. Coverage is 100% of triaged tickets.

  In practice: CSAT tells you how the customer felt; RPS tells you how the ticket was handled. Tickets with high RPS but low CSAT can flag a communication or expectations issue. Tickets with low RPS but high CSAT can flag a customer who's tolerating sub-par service. The combination is more diagnostic than either alone.

  For more on what feeds into RPS, see Understanding Your RPS Values in ServiceAI.

Can I specify my own categories?

• Yes — ServiceAI uses your PSA's own categorization fields and reads the picklist values directly from your PSA. There is no separate category list to maintain inside ServiceAI.

  When you configure Triage rules, you reference your PSA's existing categories by name (for example, "Routing rule: Printer tickets go to the Hardware Support board, type Hardware, sub-type Printer/Copier"), and ServiceAI matches the names to the correct picklist values when posting updates. The exact field names vary by PSA:

  • ConnectWise — Board / Type / SubType / Item
  • Autotask — Queue / Issue Type / Sub-Issue Type / Ticket Category / Ticket Type
  • Zendesk — standard ticket fields plus any custom fields on the active ticket form
  • HaloPSA — Team / Category 1 / Category 2
  • Syncro — Problem Type plus the standard Syncro ticket fields
  • Kaseya BMS — Queue and the standard BMS ticket fields

  If you add a new category or value in your PSA, it becomes available to ServiceAI on the next Triage analysis without any reconfiguration. For the full PSA field reference, see All About ServiceAI's Triage Feature.

Product Support & Updates

Where can I find ServiceAI release notes and product announcements?

• ServiceAI publishes release notes in-product, via the announcements panel in the top navigation. The latest release post is highlighted on first open, and you can browse the back catalogue from there. Each release post covers what's new, what's changed, and any partner-impacting fixes.

  Release notes are not mirrored elsewhere — the in-product announcements panel is the canonical source.

How do I submit a feature request, vote on existing requests, or report a bug?

• See Updates, Feature Suggestions, and Bug Reports for ServiceAI for the current workflow, including how to submit through the in-product feedback tools and where to track requests already in the queue.

How do I get help with a ServiceAI configuration question?

• For platform-help questions ("How do I configure X?" / "Where do I find Y?"), open Ask Orion from the sparkle help icon in the top navigation bar — it's the fastest path to documentation answers. For account-specific support, contact the CloudRadial support team through your standard support channel.