We have implemented Copilot (for end users) for our campus. When I look at the AI dashboard (last 12 months view) It shows me 447 AI-touched service records. However, when I look at the Internally sourced answers, it is out of 796. What accounts for the difference?
Question
Understanding Sysaid Copilot
Hi
The difference between the AI-touched service records and the internally sourced answers can be attributed to several factors:
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Scope of AI Interaction: AI-touched service records refer to those service records where AI has directly interacted or provided assistance. This could include automated responses, AI-driven suggestions, or any form of AI engagement with the service record.
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Internally Sourced Answers: This metric might include all answers or solutions that were sourced internally, regardless of whether AI was involved. This could encompass human-generated responses, knowledge base articles, or any internal documentation used to resolve issues.
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Overlap and Exclusivity: Not all internally sourced answers may involve AI interaction. Some service records might have been resolved using internal resources without AI intervention, leading to a higher count in internally sourced answers compared to AI-touched records.
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Timeframe and Data Updates: Ensure that both metrics are being viewed over the same timeframe and that the data is up-to-date. Discrepancies can sometimes arise from viewing different periods or due to delays in data synchronization.
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Definition and Categorization: The way AI-touched records and internally sourced answers are defined and categorized in your system might differ, leading to variations in the counts.
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