NEW - AI Triage for Uptime Solutions

We believe we have some really cool news to share with you, and whilst I am aware of how great it is, I am also aware that there are so many questions flying around in the industry right now regarding the topic of AI, so we have prepared the below. However as always any issues or concerns please let us know and we can happily discuss with you.

Our Vision for AI in Uptime

AI is a great tool that can supplement traditional ways of working to allow more time to be spent on the right things. I would like to make one thing very clear, we are a human service desk with a drive for human engagement. AI will not ever replace this and will only be used behind the scenes to supplement or enable technicians to do a better job.

AI Triage - What is it?

We have introduced an internally developed AI triage model that runs against all tickets that are created in our PSA (tickets assigned to us to work by partners). The triage currently reviews the priority, issue type and sub issue type to ensure that they are set accurately on the ticket and thus the right attention is given to it as soon as possible. This is achieved using a certainty ratio, so the AI has to be at least 85% confident of being right otherwise it won’t touch it. 

The AI has run so far across 10,000+ tickets and has achieved 95% accuracy compared with a 95% accuracy from humans. The success is increasing typically 1% every month, although will never be 100% obviously. We anticipate getting it to 98-99% accuracy  over the coming 3-4 months.

Who owns the model and IP?

The AI has been built entirely in-house and is owned by the Uptime company/brand. Nothing in it is shared with 3rd parties or ever will be.

Data Security

All data is maintained in Uptime UK Datacentres, alongside the API servers and is apart of our ISO 27001 and 9001 audit. As you would expect these are all segregated from one another and have no inter connectivity on the LAN. Basically, we are treating this with the same security protections as everything we do, something that should be of concern when looking at AI.

Could we use this in our MSP?

Possibly, we are trying to nail the accuracy and get a little higher, but would like to be able to offer this service to MSPs in the not so distant future. It is expected there will be a small charge for the compute power required. If you are interested please let us know and we will add you on the list to contact. Our primary goal right now is to continue on the path of becoming the best helpdesk we can be for our partners