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Technicians taking IT requests at Workplace by Direct are starting to see what the future looks like in their industry — and how it benefits both customers and the IT team.
As artificial intelligence continues to reshape industries, Workplace by Direct is taking a measured, human-first approach — using the technology not to replace people but to help them work smarter.
The Sioux Falls-based information technology services provider recently began integrating Cyft AI into its help desk operations, with early results pointing to faster service, improved accuracy and stronger continuity for clients.
“The easiest way to think about Cyft is it’s a personal assistant for our support team,” said Steve Miller, help desk operations manager for Workplace by Direct.
Traditionally, technicians handling support calls must pause after resolving an issue to manually document within a ticketing system what happened — outlining steps taken, time spent and outcomes. That process, while essential, can be time-consuming and prone to gaps.
“After a call, they have to go back and remember everything they did,” Miller said. “Our memories aren’t perfect, so things can get missed.”
Cyft AI changes that by working quietly in the background. The platform observes technicians’ on-screen activity and listens during support calls, automatically generating detailed documentation in real time. Technicians then review and approve the notes before submitting them.
“It’s listening and documenting as the work happens,” Miller said. “Then, the tech is just verifying that everything is accurate.”
That shift is already improving both efficiency and consistency. More complete documentation means fewer details are lost between touchpoints — a critical factor when multiple technicians may work on the same issue.
“When everything is accurate, the next technician who touches that ticket knows the history,” Miller said. “Nothing gets lost, nothing has to be re-explained. For the customer, that means more consistency and faster resolution.”
Workplace by Direct began rolling out Cyft in January as part of a beta partnership with the company, which is based in the region. The close collaboration has allowed the team to provide direct feedback to developers while actively shaping the platform’s evolution.
“We view it as a partnership,” Miller said. “We’re using it, but we’re also testing it and helping improve it.”
That feedback loop already has led to enhancements. A newer version of the software, now being introduced, includes live-listening capabilities that go beyond documentation.
As technicians work through issues, the system can analyze similar past tickets and surface relevant solutions in real time, pulling from the company’s knowledge base to support faster troubleshooting.
“It’s not only documenting everything, but it’s also looking at what’s been done before and bringing that information forward,” Miller said. “That’s where it gets really exciting — where it can take us next.”
Another emerging feature, known as “scratchpad,” allows technicians to initiate tasks using simple, natural language commands. For example, a technician can prompt the system to create a ticket based on a recent call, reducing what once took 10 to 15 minutes to just seconds.
While the technology continues to evolve, Workplace by Direct is focused on thoughtful adoption.
“We’re in the phase of building it into the daily workflow,” Miller said. “When people see it, they’re excited. The biggest barrier isn’t buy-in — it’s just forming the habit of using it.”
Even as AI takes on more behind-the-scenes work, the company is clear about what won’t change.
“We’re very intentional about keeping the interaction personal,” Miller said. “Cyft handles the process side, but our team is still the face of the service.”
Technicians still answer calls, troubleshoot issues and follow up directly with clients. The AI simply removes administrative burdens that don’t add value to the customer relationship.
“Logging time, filling in fields — that’s not the personal part of the job,” Miller said. “That’s what AI is handling.”
Ultimately, the goal is to free technicians to focus on what matters most: solving problems and building relationships.
For Workplace by Direct, the strategy reflects a broader view of AI’s role in business — not as a replacement for human expertise but as a tool to enhance it.
In the process, it’s helping redefine what responsive, high-quality IT support looks like.
“Better documentation really equals better service,” Miller said. “When you can capture everything accurately without slowing people down, it improves the entire experience.”
To learn more about how Workplace by Direct can support your IT needs, visit here.
