The Jewish Board of Family and Children’s Services

Customer Profile

The Jewish Board of Family and Children’s Services (JBFCS) is one of New York’s largest mental health and social service organizations, serving over 3,000 employees across clinical, inpatient, and community-based settings. 

With a small but dedicated offshore IT team, JBFCS originally relied on SysAid’s on-premise solution to manage its support operations. As the organization’s needs evolved, particularly around scalability, automation, and 24/7 accessibility, they transitioned to SysAid Cloud. The move allowed them to modernize their support workflows, reduce manual processes, and lay the foundation for AI-powered service delivery tailored to their dynamic, mobile-first environment.

SysAid Copilot: Scaling IT Support with AI-Driven Automation

With just eight offshore IT team members supporting thousands of staff, JBFCS needed a way to reduce the volume of day-to-day support requests without compromising service quality. After adopting SysAid Cloud, the team introduced SysAid Copilot, a move that quickly transformed their support operation.

Today, approximately 30% of service desk inquiries are handled automatically via Copilot’s AI-powered chatbot. From password resets to common administrative tasks, users are guided through resolution steps without ever needing to call or wait for a live agent. This has significantly reduced the pressure on the service desk and freed up the team to focus on more complex, high-impact work.

Copilot’s Emailbot and 1-click submission features have seen rapid uptake, making it easy for users to resolve frequent issues in seconds. In total, 1,625 service records were influenced by AI in the past year, with nearly 70% of those resolved through one-click workflows.

Supporting Mobile-First Staff Through Teams Integration

With many of JBFCS’s employees working in the field or in clinical environments, desktop access isn’t always guaranteed. Clinicians, caseworkers, and administrative staff often rely on mobile devices as their primary way to communicate and get support. The integration of SysAid Copilot with Microsoft Teams has made this easier than it’s ever been.

Now, users can access support directly from their phones, without needing to log into a portal or wait on a call. Whether they’re troubleshooting a device, requesting access, or resolving a login issue, help is just a message away inside Teams. This has been especially valuable for clinicians and staff in emotionally sensitive roles who need quick, discreet solutions without disrupting their workflow.

In fact, the Teams-based chatbot accounts for over 23% of AI interactions across the organization, highlighting its importance in real-world, mobile-first environments.

“One of the biggest benefits is how it supports users on the go. If someone only has their mobile phone, they can still get help right through Teams.” – Vijay Kumar, Service Desk Lead

Driving Self-Service Adoption Across the Organization

One of the most transformative shifts JBFCS has seen since adopting SysAid Copilot is the rise in self-service behavior. What once required manual ticket submission or a phone call is now handled in seconds, often without agent involvement at all.

Copilot’s 1-click submission feature has become a favorite among users, allowing them to instantly generate tickets for common issues like address changes, access requests, or basic device problems. This feature alone is used in nearly 70% of AI-assisted service records, demonstrating strong adoption and trust in the platform.

For users who prefer email, Copilot’s Emailbot intelligently parses incoming messages, generates tickets, and often provides a resolution path without any human triage. It’s currently used in over 55% of AI interactions.

What’s more, the team is actively building out their internal documentation to support Copilot’s ability to deliver accurate, contextual answers. As of this report, 31% of AI-sourced responses come from internal knowledge, helping employees help themselves and reducing demand on IT.

Enabling Smarter, Faster Ticket Routing

Before implementing SysAid Copilot, JBFCS relied on manual processes to route incoming support tickets. This meant a dedicated team member had to review and assign tickets across departments like IT, finance, facilities, and real estate. This manual step created bottlenecks, especially during high-volume periods or off-hours.

With Copilot’s intelligent categorization and routing, that manual effort has been virtually eliminated. AI now identifies issue types based on historical ticket data and context, automatically assigning tickets to the correct team. This has not only improved speed and accuracy but also ensured a more consistent experience for end users.

The team also benefits from AI containment, where issues like login problems or routine training submissions are resolved automatically without escalation.

A Confident, Collaborative Experience

From day one, the JBFCS team has found SysAid to be intuitive, reliable, and responsive to their evolving needs. Even in the early stages of Copilot adoption, the platform delivered measurable value, earning a 9.5/10 rating internally for reducing workload and streamlining support delivery.

Users quickly embraced the system’s clear ticket history and contextual support, while IT staff appreciated having everything from ticketing to AI to knowledge management, in one unified tool.

Beyond the technology, JBFCS highlights the strength of their partnership with SysAid. From implementation to training, the support team has been hands-on, flexible, and deeply engaged.