AI Systems you can trust.
Because you’re in charge.

SysAid’s AI comes with built-in security and governance at its core and is designed to put a human in the loop. Giving you full visibility and total control at all times.

You control what data goes in, what it can do, and who can use it.

You always have complete and total control of what the AI sees, learns from, and what actions it takes. All through your AI admin portal.

In addition, our data pool, quality score, and monitoring abilities allow you to review and refine all AI interactions within context, while protecting sensitive data and PII.

Tailor it to your will. And the needs of your organization.

Customize your AI’s guardrails to ensure data security and privacy, and prevent unauthorized use of AI. And shape the tone and behavior of AI’s responses with customizable prompts to make sure they fit your org’s vibe and unique needs.

You decide on the data sources that AI uses.

Every response SysAid’s AI delivers is easily governable, as it’s generated from your IT team’s secures data pool, ensuring users can’t access what they’re not supposed to.

And because you can explicitly define which data sources SysAid’s generative AI and AI agents use, the chance of hallucinations is next to nothing.

And you decide who has access to what.

Role-based access combined with data residency controls ensure only the right people can access the right information—wherever it’s processed.

You also get to decide what your AI agents can, or can’t, do. Which AI agents you deploy. And even which users have access to which AI agents.

Explore what you can do
with SysAid’s AI agents

How SysAid ensures responsible AI

Control
Security
Governance
  • AI guardrails
    Easily customize the rules that define permitted and prohibited chatbot usage.
  • AI-controlled access
    Role-based and data access controls decide which AI agent is available to each employee or agent.
  • Credentials management
    AI agents’ access to external systems is securely managed—with all credentials securely stored and encrypted within connections only.

  • Data privacy
    Private information is never shared between users—and any knowledge from private records is carefully anonymized.
  • AI tracing and transparency
    Every AI call is monitored and traced, including all following AI agent actions and data sources.
  • AI-powered security scanning
    SysAid continuously performs security scans on all code. Every piece of code is checked by our AI security engine.

  • New AI agent approval
    Every new AI agent in SysAid is tested and approved by the AI Admin. Any deployment of untested code is blocked—automatically.
  • Customizable AI agents
    Edit and customize each agent to follow your organization’s rules, such as your password policies.
  • Customizable prompts
    You can customize chatbot prompts to match your organization’s policies and compliance when communicating with users.

You decide which models you’ll work with,
and where they run

Discover how SysAid’s AI amplifies
the impact of your team.

Frequently asked questions

Which AI models does SysAid use?

SysAid leverages industry-leading AI models from OpenAI and Azure OpenAI Services to power its intelligent capabilities, including SysAid Copilot, AI Agents, and AI Agent Builder. For conversational capabilities within our AI chatbots, we leverage GPT-4o. For code generation in the AI Agent Builder, we use the Entropics Sonnet 3.7 model. SysAid Copilot is continuously updated to newer models once they’re officially released and thoroughly validated for performance, reliability, and enterprise readiness.

Will our data be used to train AI models?

No, your data is never used to train OpenAI models. With SysAid, your information remains private and secure at all times. When using OpenAI or Azure OpenAI Services, data is only used transiently to generate responses and is never stored, shared, or used for training.

Is SysAid GDPR compliant?

Absolutely. SysAid complies with the General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), and other global privacy regulations. As a data processor, SysAid implements specific GDPR-aligned controls. See our statement here.

What security certifications does SysAid hold?

SysAid holds the following certifications, all independently audited: SOC 2 Type II, ISO/IEC 27001, ISO/IEC 27017. Learn more here.

Where will the AI-related data be stored?

All AI-related data, including the Data Pool, is stored exclusively within your organization’s secure SysAid database. And as SysAid adheres to local data protection laws and regulations, ensuring that your data is stored in the same location where you access SysAid’s services. SysAid does not use external services for data storage, and no data is stored with OpenAI.

For instance, by default,  if you’re in the United States, your data will be stored in an AWS data center in the US. And if you’re located in the European Union, your data will be stored in an AWS data center in the EU. You also have the flexibility to choose other preferred storage locations.

What is SysAid’s approach to responsible AI?

At SysAid, we believe ITSM should be powered by AI—and you, meaning your AI administrators are who’s really in control. You decide which AI Agents are created, what actions they can perform, and what data they can access. AI agents will not be able to run without your approval. This makes sure the use of AI is aligned with your organization’s policies, permissions, and security standards to the highest levels.

How does SysAid protect against AI-specific threats like prompt injection or jailbreak attacks?

SysAid’s AI innovations are designed with multiple layers of protection to mitigate risks associated with generative AI.

  • Access control: Role-based access control (RBAC) filters every request to prevent unauthorized data access.
  • Input protection: Prompts are cleansed using regex, machine learning classifiers, and moderation APIs from OpenAI or Azure.
  • Output guardrails: AI responses undergo schema validation, deny-list enforcement, and masking of sensitive data (e.g., PII or credentials). Invalid outputs trigger a fallback or human review.
  • Human-in-the-loop: Enable review and approval of AI interactions, allowing human agents to validate responses, fine-tune outputs, and approve any AI-initiated actions before execution.
  • Privacy-first architecture: We use inference-only access; no customer data is used for model training.
  • Audit-ready logging: Immutable, timestamped logs support audit needs
  • Ongoing testing: Regular red-team exercises and OWASP LLM adversarial testing ensure continued protection.

What investments is SysAid making to keep its AI secure and reliable?

At SysAid, we’re making significant, ongoing investments in AI research and development to ensure SysAid Copilot remains secure, accurate, and purpose-built for ITSM. Our in-house R&D team—led by our founder and supported by dedicated AI specialists—is actively working on the following focus areas:

Our research spans eight focused tracks to ensure SysAid AI innovations across SysAid Copilot, AI Agents, and the AI Agent Builder deliver safe, reliable, and context-aware support:

  1. Smarter Embeddings for RAG: Enhancing accuracy and citations through improved domain-specific embeddings and vector search.
  2. Multimodal Ingestion: Enabling SysAid Copilot to interpret screenshots, voice, and video for richer context.
  3. Advanced Agent Memory: Supporting long-term memory for past conversations, assets, and user preferences.
  4. Internal AI Evaluation: Automating quality checks for hallucinations, tone, and factual accuracy.
  5. Cost-Optimized Model Orchestration: Dynamically selecting LLMs to balance performance and cost.
  6. Permission-Aware Prompt Filtering: Enforcing role-based access in all AI-generated responses.
  7. Guardrail System Enhancements: Strengthening filters for tone, compliance, and data safety.
  8. SysAid Copilot Personalization: Tailoring responses based on behavior, history, and usage patterns.

Our commitment is to bring you the most secure, efficient, and ITSM-focused AI experience on the market.

 

*The above is intended to outline our general product direction.The development, release, and timing of any features or functionality described for SysAid’s products remains at the sole discretion of SysAid.

How does SysAid help customers build the right skillset to confidently adopt the latest AI innovations?

We’re committed to partnering with you on your AI journey. To ensure your team is equipped to fully embrace AI, we offer a free, exclusive SysAid AI Admin Certification Program to our customers. It is designed to upskill your team and build AI literacy. The program covers AI foundational theory, real-world use cases, ITSM applications, and security and governance best practices, so you can unlock the full potential of SysAid Copilot, AI Agents, and the AI Agent Builder with confidence. Learn more about our AI Admin Certification Program here.

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