Product Overview of Siit
Siit is a modern, AI-powered internal service management platform designed to revolutionize the way companies handle employee support and streamline their internal operations. Here’s a detailed look at what Siit does and its key features:
Core Functionality
Siit integrates IT service management (ITSM) and internal service management into a single, powerful platform. It aims to eliminate the administrative burden associated with traditional service desks by leveraging advanced AI technology, natural language understanding (NLU), and conversational AI.
Key Features
Multi-Channel Support
Siit allows employees to submit tickets through various channels, including forms, email, Slack, and Microsoft Teams. This ensures that support requests can be managed from a single interface, enhancing efficiency and reducing complexity.
AI-Powered Automation
The platform uses AI to automatically route requests to the relevant administrators based on skills or request sources. It can also perform complex tasks, such as forwarding access requests to the appropriate teams and notifying relevant departments like cybersecurity.
Customizable Workflows
Siit features a built-in workflow editor that enables companies to configure specific actions in response to different support requests. This includes automating level-one support, triaging requests, and suggesting articles from the company’s knowledge base.
Integrated Chatbot
The platform includes a GPT-powered chatbot that assists employees by answering technical support questions, suggesting relevant articles, and automating routine tasks. This chatbot is customizable to align with the company’s culture.
Knowledge Management
Siit incorporates a sophisticated knowledge management system that employs natural language processing to provide quick and accurate responses to employee queries. It integrates with various knowledge bases and sources to recommend helpful content, speeding up resolution times.
Analytics and Reporting
The platform offers comprehensive analytics tools and customizable dashboards that track key metrics such as the number of tickets submitted per month and the average time to process them. This helps companies identify areas for improvement in their technical support workflows.
Employee Portal and Customization
Siit allows for the creation of a fully customizable employee portal where companies can list employees, SaaS applications, and other relevant information. The portal can be tailored to the company’s branding, colors, fonts, and background, ensuring a cohesive user experience.
Integration and Syncing
The platform seamlessly integrates with popular communication tools like Slack and Microsoft Teams, as well as business apps. It also supports automatic syncing of users from Google, Microsoft, and other SSO systems, ensuring clean and up-to-date data without manual configuration.
Approval Workflows and Change Management
Siit enables the configuration of approval workflows based on asset criteria and relationships. It facilitates collaborative approvals by assigning tasks to authority groups, streamlining processes such as onboarding, offboarding, and internal approvals.
Benefits
- Enhanced Efficiency: Siit speeds up process resolutions by automating routine tasks and providing quick access to relevant information.
- Improved Employee Experience: By integrating support into existing workflows and communication channels, Siit reduces the frustration associated with traditional service desks.
- Data-Driven Insights: The platform offers deep insights into employee behavior and support trends, helping companies optimize their support operations.
- Scalability: Siit is designed to scale effortlessly with the company’s needs, using no-code custom workflows and automations to adapt to growing demands.
In summary, Siit is a cutting-edge service desk solution that leverages AI and automation to transform internal service management, making it more efficient, intuitive, and aligned with the needs of the modern workplace.