A little less busywork. A little more RAI.

Your RAI-diness guide to AI on your terms

There is plenty of excitement around AI. There are also plenty of questions. Will it actually help our team? Who gets access? What happens to our data? And, for many organizations, the question that stops the conversation before it really starts: “Doesn’t our AI policy prevent us from using this?”

With Revelation helpdesk, there is something more useful to discuss than AI in the abstract. Meet RAI, pronounced “Ray”: Revelation’s optional AI toolkit, built into the application your team already uses. RAI can help people catch up on tickets, write clearer updates, improve descriptions and ask questions without breaking away from their work.

The idea is simple: A little less busywork. A little more RAI.

And because we are clearly not going to resist a good RAI pun, let’s talk about your RAI-diness. Getting started means understanding what would help, what your policies require and how you can introduce AI at a pace that works for your organization.

To RAI, or not to RAI? Your decision.

Before we get into the possibilities, one point deserves to be completely clear: all Revelation AI features are optional. Revelation helpdesk works with zero AI enabled. Your licensed non-AI capabilities remain available whether you use RAI today, consider it later or leave it switched off.

And if you do decide to explore it, turning RAI on does not turn it on everywhere.

Your administrators choose which AI features are available and which teams or access levels can use them. You can introduce one feature to a small group, evaluate how it helps and decide what comes next. The rest of your organization can continue working as usual.

That makes room for a very practical approach: try a little RAI before planning a wider rollout.

“Our AI policy doesn’t allow it.” Let’s check your RAI-diness.

For some customers, the biggest barrier is the assumption that an AI restriction automatically rules out every AI feature inside every application.

The wording of your policy matters. A policy that restricts unapproved public AI tools may treat an approved, organization-managed AI service differently. Requirements around access, permitted data and oversight should be assessed against the actual setup and proposed use.

RAI uses an Azure OpenAI resource in your organization’s own tenant. Your organization selects the Azure subscription and deployment settings, manages access to RAI within Revelation and decides how broadly to introduce it. Those controls give your IT, security and governance teams something concrete to review.

For that review, the important details include:

• The task and data involved. RAI sends the ticket context or text needed for the task to your configured Azure OpenAI resource. Agree which information is appropriate for the proposed use.
• The Azure deployment. Review the selected service and deployment settings, including data handling and processing locations. Having the resource in your tenant does not, by itself, determine where all processing takes place.
• The people and features. Define who can use each capability and keep the initial audience within the approved scope.
• The review process. Agree how people will check AI-generated content before using it.
• The usage and cost oversight. Decide who will monitor consumption and review the results of the pilot.

Your organization still decides whether that setup meets its requirements. If your policy prohibits all AI use, an approved exception or policy change is needed before enabling RAI. If it allows approved, controlled use, RAI may fit within the guidelines you already have.

That is a much more productive starting point for the conversation: here is the feature, here is the data it uses and here is how we will control it.

RAI at your own pace

You do not need a company-wide launch to find out whether RAI is useful. A focused pilot gives your team and policy owners a manageable way to evaluate it.

Start with one approved use case, such as ticket summaries for handoffs or clearer customer updates. Enable the RAI foundation, make the chosen feature available to a selected team or access level, and leave the other capabilities for a later decision.

Then review what happens in real work. Are the summaries useful? Do the edited updates need fewer revisions? Are agents checking the results? What does Azure usage look like?

Those observations help you decide whether to expand access, refine the approach or pause. Your administrators also retain the master RAI switch, which can disable AI across the platform while Revelation’s licensed non-AI capabilities remain available.

A RAI of help in the working day

The best place to start is an everyday task your team already knows well. Perhaps someone needs to pick up a ticket with a lengthy history. Perhaps a technically accurate update could use a little help before it goes to a customer. Or perhaps “Still not working” is no longer a particularly useful ticket description.

RAI brings assistance to those familiar moments:

• AI Assist helps you get up to speed. Use ticket context to summarize what has happened, prepare a draft response, consider troubleshooting steps, explore possible causes or assess sentiment. It gives agents a useful starting point for deciding what to do next.
• AI Edit helps you find the right words. Refine notes, updates and closing statements with professional, concise or friendly wording. Your team supplies the expertise and checks that the result says what they intended.
• AI Suggest brings clarity to ticket descriptions. Review a proposed description based on the available context, see the reasoning and confidence score, and decide whether to use it. Administrators can choose manual or automatically displayed suggestions. Displaying a suggestion automatically does not apply it automatically.
• Custom prompts help RAI work your way. Give recurring tasks a consistent starting point, such as preparing a handoff with the issue, checks completed, unresolved questions and suggested next steps.
• Ask RAI extends AI assistance beyond the ticket level. Ask questions and explore information across your Revelation environment using your organization’s own data, bringing RAI’s capabilities into a broader, system-wide experience.

Your people remain responsible for reviewing the output and deciding how to use it. A suggested response should still sound right, a summary should reflect the ticket and a troubleshooting idea should make sense for the situation.

A little assistance can be useful. Your team’s judgment stays essential.

Keep an eye on the RAI-ceipt

Yes, we went there.

RAI usage is billed through the Azure subscription your organization selects, giving your team visibility into consumption and charges in Azure.

Start with deployment capacity suited to your pilot and expected usage. Use Azure’s cost-management budgets and alerts to monitor spending, and review actual consumption alongside the value your team is seeing.

Your RAI-diness check

Three questions can help you identify your next step:

1. Do we have a useful first task? Choose something specific, such as ticket handoffs or customer updates, so you can assess whether RAI helps.
2. Have the right people approved our setup and use? Review the Azure deployment, permitted data, access and costs with your IT and governance owners.
3. Have we agreed who will review the results? Give the pilot an owner and make checking AI output part of the process.

If you have those pieces in place, you have a sensible starting point for a pilot. If you do not, you have a clear list of what to work through next. This is a planning check, not a compliance assessment or a requirement to switch anything on.

Ready to RAI?

Follow these three steps to help turn your RAI-diness into a plan.

Choose your first RAI use case
Identify one specific task where RAI could help your team.

Get the right people involved
Review your proposed setup with your IT and governance owners.

Set expectations for the pilot
Decide who will review AI output and evaluate how the pilot is working.

Three checks complete? You have a sensible starting point for a RAI pilot.

RAI-dy when you are

You can be interested in what AI offers and thoughtful about how you introduce it. RAI gives you practical features to explore, access controls to shape the rollout and an Azure setup your organization can assess against its own requirements.

Start with one useful feature and the right people. Learn from real use. Take the next step when you are ready.

Talk to our team about your RAI-diness today. We can walk through the features and controls with you and help define a manageable first step.

A little less busywork. A little more RAI.

And if the answer is “not yet,” your Revelation helpdesk is ready to keep working with zero AI enabled.

 

Explore RAI, Revelation helpdesk’s optional AI toolkit, and learn how to evaluate features, controls and use cases at a pace that works for your team.