How ServiceOps AI works

ServiceOps AI is not a chatbot bolted on the side. It is one AI core with two faces:

• The email agent reads incoming requests and answers them — autonomously if you allow it.
• The copilot (Assist) helps agents inside a ticket: drafting replies, summarizing, suggesting next steps, and carrying out tasks you delegate to it.

The principle: grounded answers

A request arrives
      ↓
The AI reads it — and the ticket's real situation
      ↓
It retrieves what YOUR organization knows
(knowledge base · AI data sources)
      ↓
It answers from what it found — citing it
      ↓
Confident enough? → it replies
Not confident?    → it hands off to your team

The AI answers from your content, not from its general training. If your knowledge base says nothing about the question, the honest outcome is an escalation to a human — not an invented answer. You control the confidence threshold that separates the two.

The guardrails, in one view

Guardrail	What it controls
Sender policy	Who the agent may answer at all
Response mode	Answer autonomously, or draft for human review
Confidence threshold	Below it, the AI hands off instead of replying
Reply caps	Per conversation and per sender per hour — loops cannot run away
Visibility	Answers to outsiders use public articles only
AI disclosure	Optionally tells recipients the reply came from an AI assistant

Always attributable

Every action the AI takes is recorded and labeled: an AI reply appears in the ticket as the agent’s named persona, status changes it makes show in the history, and the usage ledger records each call. You can always answer “who did this?” — even when the answer is “the AI, at 3 am, correctly”.

What it never does

• It never answers from thin air: no grounding, no autonomous reply.
• It never uses internal articles with people outside your team.
• It never exceeds the sender policy — an address the policy excludes gets a human, not a bot.
• It never buries its identity in ambiguity when you enable the disclosure.

Set it up

Configuration lives in Organization → Settings → AI and takes ten minutes: the email agent, the copilot, data sources, and providers & BYOK.