Who Can Access Syncro AI Features

• The Guided Resolution and AI Sentiment Analysis features are only available to users of Syncro's Team Plan. 
• The Smart Ticket Search feature is available to all Syncro users.

About Security Permissions

Syncro AI features are accessible by Users within your organization as long as those Users have access to the underlying feature. 

For example, users having access to view Tickets can see AI Ticket Classifications and Guided Resolutions. Users having access to edit Ticket Automations can create automations using AI Ticket Classifications.

Note: None of your ticket data leaves the Syncro AWS instances, ensuring privacy and security for both you and your customers. 

Data Privacy 

Syncro has custom-trained models specifically for AI Ticket Classification and Smart Ticket Search. For our Guided Resolutions, all of the checklists and scripts that are recommended have been reviewed and approved by humans; they are not AI generated.

We train our AI models in our own AWS instances and we do not share your data with any third parties as part of our AI work. We also de-identify and aggregate data we use to train our AI models. 

Enabling/Disabling AI Features

While AI features are enabled by default, Syncro has in-app settings that allow you to enable and/or disable AI features. 

You can disable Syncro's ability to use your data for training, and/or disable Guided Ticket Resolution and Sentiment Analysis.

Navigate to Admin > AI - Preferences, then use the toggles to enable/disable as you desire:

Note: Disabling these features does not impact Smart Ticket Search. 

IMPORTANT: If you disable training, Syncro also disables Guided Ticket Resolution and Sentiment Analysis. That's because both features requires the ability to train against your data. Disabling Guided Ticket Resolution also disables all AI Ticket Classifications and AI recommendations.

Accuracy

AI-powered tools are designed to provide information and results based on Artificial Intelligence (AI) algorithms, which identify patterns and relationships from large amounts of data. There is a possibility of inaccuracies, omissions, or misleading outcomes due to the complexities and limitations of AI technology. 

Syncro has built its AI features to reduce the likelihood of inaccuracies or misleading outcomes, but there is currently no way to fully eliminate errors. Rest assured, all of the suggested resolutions and scripts are approved by humans and not generated by the AI.