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Influencing Pia's AI

Overview​

Pia utilizes a Machine Learning model (AI) for classification of tickets coming into your ticketing system.

Our AI will classify tickets into various categories which we use to help with:

  • Identifying tickets where Pia can be used to automatically complete a request via the Adoption Report
  • Suggesting/Prompting automations which an engineer can use to complete a ticket in the Pia Chatbot
  • Stamping and routing tickets via our Triage Automation
Here is a list of categories which our AI can currently detect.

The classifications are in the format TYPE|SUBTYPE|ITEM.

  • Alert|Backup|
  • Incident|Account|Locked Out
  • Incident|Account|Password Reset
  • Incident|Application|Citrix
  • Incident|Application|Microsoft Dynamics Nav
  • Alert|Backup|
  • Incident|Account|Locked Out
  • Incident|Account|Password Reset
  • Incident|Application|Citrix
  • Incident|Application|Microsoft Dynamics Nav
  • Incident|Application|Microsoft Teams
  • Incident|Application|Outlook
  • Incident|Application|PDF
  • Incident|Application|Outlook
  • Incident|Application|PDF
  • Incident|Application|Remote Desktop
  • Incident|Application|SharePoint
  • Incident|Application|SharePoint
  • Incident|Backup|File Recovery
  • Incident|Email|SPAM/Junk email
  • Incident|File Share|Permission Request
  • Incident|File Share|Permission Request
  • Incident|Mail|Email Bouncebacks
  • Incident|Mail|Mailbox Full
  • Incident|Mail|Mailbox Full
  • Incident|Mail|Quarantine
  • Incident|Mail|Signature
  • Incident|Network|Troubleshooting/Connectivity
  • Incident|Phone|Malfunction/Downtime
  • Incident|Mail|Signature
  • Incident|Network|Troubleshooting/Connectivity
  • Incident|Phone|Malfunction/Downtime
  • Incident|Printing|Fault
  • Incident|Security|Compromised
  • Incident|Security|Phishing
  • Incident|Tablet/Mobile|Email
  • Incident|Tablet/Mobile|Software
  • Incident|Security|Compromised
  • Incident|Security|Phishing
  • Incident|Tablet/Mobile|Email
  • Incident|Tablet/Mobile|Software
  • Incident|VPN|Issues Connecting
  • Incident|Website|SSL Certificate Renewal
  • Incident|Workstation|Hardware Fault
  • Incident|Workstation|Operating System
  • Incident|Workstation|Peripherals
  • Incident|Website|SSL Certificate Renewal
  • Incident|Workstation|Hardware Fault
  • Incident|Workstation|Operating System
  • Incident|Workstation|Peripherals
  • Incident|Workstation|Slow Performance
  • Incident|Workstation|Web Browser
  • Service Request|Application|Adobe Acrobat Pro
  • Incident|Workstation|Web Browser
  • Service Request|Application|Adobe Acrobat Pro
  • Service Request|Application|Install
  • Service Request|Application|License
  • Service Request|Application|Microsoft Office
  • Service Request|Application|One Drive for Business
  • Service Request|Application|Remote Desktop
  • Service Request|File Share|Permission Request
  • Service Request|Mail|Calendar Permissions
  • Service Request|Mail|Edit Distribution Group
  • Service Request|Mail|Mail Redirect
  • Service Request|Mail|Mailbox Access
  • Service Request|Mail|New Shared Mailbox
  • Service Request|Mail|Setup Out of Office
  • Service Request|Network|DNS
  • Service Request|Phone|Redirect
  • Service Request|Network|DNS
  • Service Request|Phone|Redirect
  • Service Request|Printing|Configuration
  • Service Request|Sales|Domain Renewal
  • Service Request|Sales|Quote
  • Service Request|Sales|Domain Renewal
  • Service Request|Sales|Quote
  • Service Request|SharePoint|Permissions
  • Service Request|Staff Changes|MFA Setup
  • Service Request|Staff Changes|MFA Setup
  • Service Request|Staff Changes|New Staff
  • Service Request|Staff Changes|Staff Exit
  • Service Request|Staff Changes|Update Details
  • Service Request|Staff Changes|Update Photo
  • Service Request|Tablet/Mobile|Setup
  • Service Request|Tablet/Mobile|Setup
  • Service Request|VPN|Setup
  • Service Request|Workstation|Setup
  • Service Request|Workstation|Setup

Influencing the AI​

There are a few ways you can help Pia better recognize your tickets:

  1. Exclude or include tickets with specific patterns
  2. Help Pia’s AI classify tickets for particular categories
  3. Configure Pia to reduced missed opportunities

1. Exclude or Include Tickets with Specific Patterns​

Our AI excels in understanding natural language tickets which have been submitted by a human, but will sometimes need help to recognize system generated tickets such as alerts and notifications (i.e. tickets which are structured and follow a standard text pattern).

You may want to do this if:

  • You are receiving a ticket that Pia is not recognizing (and you want Pia to recognize it)
  • You are receiving a ticket that Pia is misclassifying (and you want Pia to either classify it correctly or ignore it entirely)
Example Tickets:
  • Subject: Daily Backup Report
    • Categorize as Backup Alert
  • Subject: Monthly Inventory Review
    • Ignore these tickets
  • Subject: Alarm for server room, battery low
    • Categorize as battery alarm
  • Subject: RMM|SERVERNAME|DISKPACE|10%
    • Categorize as NOC alert, where it says "DISKSPACE", we may also have "SERVER", "ANTIVIRUS" or "BACKUP"

To do this, you can submit a ticket to our Partner Support team with the following details:

  1. The specific phrase or keywords to match in the ticket subject or body
  2. Examples of ticket subjects/body to match (if its easier, just provide us with the ticket numbers and we’ll look them up in Pia when creating the rules)
  3. What action you would like us to take:
    • I want Pia to ignore these tickets
    • I want Pia to classify these tickets as X (e.g. Staff Onboarding, Staff Offboarding, Calendar Permissions etc.)

2. Help Pia’s AI Classify Tickets for Particular Categories​

Sometimes, Pia will not confidently determine the classification of a ticket simply because the language used by the person who logged the ticket is not part of our training data sets.

To improve our AI and have it recognize specific ticket examples, you can provide that to our support team. Our developers will de-identify the examples and add them to our training data set to improve the confidence of our AI in classifying your tickets.

To do this, you can submit a ticket to our Partner Support team with the following details:

  1. The ticket numbers you would like our AI to better recognize and the categories which they represent

  2. Example: Hi Support,
    Are you able to assist in adding the below ticket examples to your AI Training Data Sets as Pia is not correctly classifying these tickets:

    32453 – Staff Onboarding 2454 – Staff Onboarding 32455 – Staff Onboarding 32467 – Staff Offboarding 32468 – Staff Offboarding 32469 – Staff Offboarding 32470 – Staff Offboarding

3. Configure Pia to Reduce Missed Opportunities​

This option is more relevant to the Missed Opportunities section of the Adoption Report.

Your Service Desk may not be able to use all automations for all clients and so you will not want them to show up as a “Missed Opportunity”. For example, you may have co-managed clients where certain automations will not work or clients where you have not fully rolled out the Pia Agent and therefore cannot use workstation automations.

To disable the automations for these clients in those scenarios, follow these instructions:

  1. Identify the client and automation which cannot be used by the Service Desk due to some automation capability limit imposed for the client
  2. In the Pia Partner Portal, navigate to Configuration > Clients
  3. Select the relevant client from the list
  4. Scroll down to the packages list and search for the automation
  5. Click on the automation to open its configuration for that client
  6. On the right side of the page, change the “Opt Mode” setting to “Opt Out”

This will disable the automation for the client and remove it from the Missed Opportunities report.

The future​

We are working on our next generation Artificial Intelligence to improve the accuracy and confidence of the automatic detection and classification of tickets coming into your ticketing system. This includes not just greater confidence in the existing categories which our AI understands, but also an increased scope of categories (2x or 3x the number of categories). To do this, we are using the latest AI technology to accelerate our AI program.

We are also working on our processes of retraining our AI using data you provide to us or flag within Pia (feature not yet available).

We will make announcements about these features in the coming months.

Privacy​

We will not use your data to train our Machine Learning models without your consent. If you reach out to our support team and request individual tickets to be recognized by our AI, please be aware that we take this as consent. In this scenario, we will de-identify yours and your client(s) information from the tickets you provide to us before it is integrated into our core training datasets.

We do not currently send your ticket data to external services for training of our core AI models. This may change to allow us to further customize and make your AI experience more individual to you - however when this changes we will communicate this change to all partners and allow for an opt out experience.

We are researching further developments with OpenAI with certain partners who have agreed to allow us to use their data for this purpose. In working with OpenAI's platform, we utilize Microsoft Azure for all OpenAI activities - Microsoft have a favorable privacy policy over OpenAI and you can read more about what they do with consumer data here: https://learn.microsoft.com/en-us/legal/cognitive-services/openai/data-privacy.

Any future integration work we do with OpenAI will fall under the privacy policy as provided by Microsoft as well as statements we've made about privacy here and on our website: https://pia.ai/privacy-policy/.