NOTE: To access these features, purchase SysTrack AI (previously called SysTrack Intelligence Package). For details, contact your Lakeside sales representative.
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What is SysTrack AI?
SysTrack AI is an add-on offering that combines Lakeside's agentic service desk solution with the feature set formerly known as the SysTrack Intelligence Package (SIP). SysTrack AI adds an intelligence layer on top of the real-time endpoint telemetry SysTrack collects to unlock faster reactive support and new opportunities for proactive intervention. It is designed to make accessing and acting on insights simple, intuitive, and fast, so users can benefit from SysTrack in minutes without advanced technical knowledge or platform training.
At the core of the SysTrack AI agentic solution is a reasoning engine that autonomously diagnoses issues and surfaces a summary of the problem along with prescriptive remediation guidance in a conversational interface, for ticket deflection and rapid mean time to resolution.
SysTrack AI supports the goals of digital experience and service desk operations across three interconnected lanes:
SysTrack AI for IT Engineers: Auto-diagnostics and prescriptive remediations let service desk technicians fix issues faster and at lower support tiers, using a workflow that overlays your ITSM tool. SysTrack AI also detects patterns and highlights anomalies among your sensors as signals for proactive intervention before problems escalate.
SysTrack AI for End Users: Deflect tickets and reduce productivity loss by letting employees troubleshoot their own issues through conversational self-service, available in Microsoft Teams chat and by voice call.
SysTrack AI for IT Apps: Connect an existing support agent other tool to SysTrack data and diagnostics. SysTrack AI supports integrations across ITSM, EIS/AIOps, UEM, SAM, and other tools in your IT ecosystem, using the SysTrack API, MCP, or A2A protocol, so you can deploy SysTrack AI as a headless solution and break through tool silos.
SysTrack AI Key Features
The sections below cover every SysTrack AI capability area. The detailed guides linked from each section require signing in with Lakeside Community credentials.
SysTrack Pulse
SysTrack Pulse is a browser extension that brings SysTrack AI diagnostics into your ITSM platform, including ServiceNow and Freshservice.
SysTrack AI for Teams
SysTrack AI for Teams is a virtual agent inside Microsoft Teams. End users can chat naturally about system issues, follow troubleshooting steps, run automations, and escalate to a human support agent when needed through automatically created tickets.
SysTrack AI Voice
SysTrack AI Voice provides a tenant-specific phone number for automated IT support, available 24/7. Callers verify by SMS, select their device, and converse with the AI agent with escalation to a human support agent when needed through automatically created tickets.
Natural Language Query Builder
The Natural Language Query Builder (NLQ) lets you build Central Queries and Agent Queries against SysTrack data using guided prompts instead of writing SQL. Results export to CSV, feed Dashboard Builder, or send to Power BI.
Anomalies
Anomaly detection uses a machine-learning model that reads historical sensor data and predicts values 24 hours ahead, flagging an anomaly when a prediction misses three consecutive tests. See Anomalies.
Integrations
SysTrack AI connects to your own tools through the SysTrack API, the SysTrack AI MCP server, or the A2A protocol, including integrations for Microsoft Copilot Studio and ServiceNow AI Agent Studio. The SysTrack DEX Analytics MCP Server gives natural-language query access to the SysTrack Central database for consolidated endpoint analytics. See Integration with SysTrack AI and MCP Integration with SysTrack AI.
Intelligent Support
Intelligent Support combines SysTrack sensors with generative AI to give in-app guidance to SysTrack users. Users converse with the AI about a system issue and receive an AI-generated response.
SysTrack AI Usage and Administration
SysTrack AI consumption is tracked through prepaid credits allocated per purchase and contract period, with allocation and balance visible on the Tenant Information page. SysTrack AI enforces user-to-system access based on system associations in the end-user channels, and administrators control whether automations are available for AI-driven remediation. Conversations are scored for sentiment. See SysTrack AI Usage.