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IA-2026-0015

Smart Assyst

Ideation Chief Digital Officer

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.

Strategic alignment

  • —

Contacts

Subject matter expert
Laplante, Stéphane

Lifecycle

  1. Ideation

    Stage status : In progress

    August 28, 2026

  2. Assessment

    Stage status : Upcoming

  3. Approved

    Stage status : Upcoming

  4. Development

    Stage status : Upcoming

  5. Pilot

    Stage status : Upcoming

  6. Production

    Stage status : Upcoming

  7. Archived

    Stage status : Upcoming

Schedule for this initiative

  • Completed
  • In progress
  • Planned
  • Not applicable
  • Today
Aug 26
Change log (4 entries)

Public history of this initiative's key events. The team's internal exchanges are not shown.

  1. Stage change

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  2. Stage change

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  3. Stage change

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  4. Created