Initiative #231
Smart Assyst
Listed in the registry Ideation Original language : English
About the initiative
Description of the initiative
Assyst is point of entry to all CDOS service requests and it covers many of the ITIL and ITSM practices which is the foundation of any IT organisation - and it has the potential to support most if not all of the ITIL and ITSM practices. The most recent versions of Assyst now have deeply integrated AI functionalities that are embedded in all parts and stages of the IT support process. It includes: A natively integrated Chat Bot for technicians and clients, AI ticket assignment, integration to MS Teams, recommended solutions, automated FAQ generation, natural language system search, risk prediction, conversational coding for Assyst developers, smart ticket assignment and escalation, summarization of knowledge articles, and more Activating and configuring those AI functionalities would require an investment in the Assyst system in order to make it AI ready. There is currently a lot of waste in the various CDOS ITIL practices due to a lack of investment in our ITSM tools. Modernizing Assyst to make it AI ready and turning on many of the newer AI features would joinlty contribute to reduce much of the waste incurred during the delivery of our CDOS services to the organization. It would also be a strong showcase both for CDOS and our clients of the power of AI integrated to a complete service process instead of the common and simple use case of AI conversational agents that may only produce limited and siloed value.
AI family
Lifecycle
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Ideation
Stage status : In progress
July 16, 2025
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Assessment
Stage status : Upcoming
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Approved
Stage status : Upcoming
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Development
Stage status : Upcoming
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Pilot
Stage status : Upcoming
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Production
Stage status : Upcoming
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Archived
Stage status : Upcoming
Schedule for this initiative
- Completed
- In progress
- Planned
- Not applicable
- Today
A similar need?
Nobody has come forward yet. If your team faces the same problem, say so: it helps bring initiatives together and share a solution.
Contacts
- Requester
- Laplante, Stéphane
- Sector contact
- Laplante, Stéphane
- Tsang, Paul
- Jean-David Young
- Subject matter expert
- Laplante, Stéphane
Data and tools
- Sector
- Chief Digital Officer
- Region
- National Capital Region
- Submitted on
- July 16, 2025
Government priorities and declaration
- Prime Minister's mandate commitment
- Spending less on government operations so that Canadians can invest more in the people and businesses that will build the strongest economy in the G7.