Providers, BYOK & usage
Two ways to power the AI
Section titled “Two ways to power the AI”| Option | How it works |
|---|---|
| Platform AI | ServiceOps provides the AI capability as part of your plan — nothing to configure |
| Bring your own key (BYOK) | You plug in your own AI provider API key; usage is billed by your provider to you |
BYOK is configured in Organization → Settings → AI: choose your provider, paste the key (stored encrypted, write-only after saving), pick the model, and test. If your key stops working, AI features degrade gracefully — tickets and email keep flowing; only AI answers pause.
The usage ledger
Section titled “The usage ledger”Organization → Settings → AI → Usage records every AI call:
- Who — the signed-in user, or “AI agent” for the desk’s own autonomous actions (an email it answered at night is labeled as the agent’s work, not as an anonymous visitor).
- What — email reply, copilot task, knowledge suggestion…
- How much — token counts per call, aggregated per user and per feature.
Use it to see where AI actually helps, and to spot anomalies — a sudden spike in usage is visible the day it happens.
Quotas
Section titled “Quotas”Plans include monthly AI quotas. When a quota is reached, AI answers pause until the next period or an upgrade — nothing else stops. Reply caps (per conversation, per sender) are separate: they are safety limits, not billing ones.
Privacy
Section titled “Privacy”- Requests to the AI carry the minimum context needed for the task; ServiceOps scrubs obvious personal identifiers where they are not needed for the answer.
- Your content is not used to train the platform’s models.
- With BYOK, your data goes to your provider under your agreement with them.