Giva's Help Desk/ITSM AI Knowledge Copilot
Help users find the best responses to questions from your knowledge base
Introduction
Giva's AI‑Powered Knowledge Copilot revolutionizes how your teams access and utilize any knowledge, driving efficiency by dramatically increasing productivity and reducing resolution times. It's like having an expert at your side, guiding agents to the right answers in seconds.
How It Works: Retrieval‑Augmented Generation (RAG)
At the heart of our Copilot is a Retrieval‑Augmented Generation approach. Rather than drawing on generic internet data, it pulls exclusively from your organization's own knowledge articles, so every response is accurate, relevant, and traceable.
Grounded in Your Knowledge Base
No external AI training models. Every answer is built on the exact language and data you've already vetted.
Key Benefits
- Unparalleled Accuracy: Answers come directly from your internal articles, with links back to each source.
- Enhanced Security & Privacy: Runs in a dedicated, private Microsoft Azure instance under your BAA, keeping your data locked down.
- Full HIPAA Compliance: Meets all healthcare privacy and security standards, ideal for hospitals, clinics, and any security‑minded organization.
Copilot in Action: Agent Experience
Once your agent logs in, navigate to the knowledge search page. They type in a question or keyword and hit "Search."
Instead of just a list of articles, the Copilot analyzes the top results and generates a single, concise answer, so agents don't have to click through every link.
Each AI‑generated answer includes the exact articles used to build it, with clickable references. And with one click, the answer is copied to the clipboard for easy pasting into tickets or chats.
Agents can give a "Thumbs Up” or "Thumbs Down” on every answer. That feedback loops back to refine the AI prompts and algorithms, so your Copilot just keeps getting smarter.
Security & Compliance
Microsoft & OpenAI Partnership
We leverage Microsoft Azure and the Microsoft–OpenAI alliance to ensure top‑tier data privacy. Searches run entirely within your secured Azure instance, never using public internet information.
Business Associate Agreement (BAA)
Giva holds a signed BAA with Microsoft. Your data is encrypted, private, and never shared with OpenAI, ChatGPT, or any third parties.
Customer Self‑Service Portal
Your customers or employees can tap into the same AI power via the 24×7 self‑service portal. They can:
- Create and track service requests
- Search knowledge articles
- Get instant AI‑generated summaries of policies and procedures
Just enter a question, click "Search," and the Copilot returns an answer with reference links, empowering users to solve simple issues on their own.
Committed to Your Success
Giva is dedicated to bringing you AI capabilities that streamline workflows, boost agent productivity, and elevate customer support, so you can focus on what matters most: delivering outstanding service.
