Lakeside Software introduces SysTrack AI to provide agentic digital employee experience to every device

Lakeside Software, an industry-leading digital employee experience (DEX) company, is introducing an AI reasoning engine, built on more than 20 years of edge telemetry and analytics expertise, to enable enterprises to rapidly diagnose IT issues that degrade end-user experience by connecting cause and effect across millions of real-time signals.

Built on the most reliable and robust collection of digital experience data, SysTrack AI explains not only what is happening but why, and how to resolve it, the company said.

With SysTrack AI, Lakeside’s deep device intelligence becomes instantly accessible—a shift-left transformation for DEX and service desk operations across three interconnected lanes: 

• SysTrack AI for IT Engineers: Auto-diagnostics and prescriptive remediations enable Level 1 help desk agents to resolve issues that historically would require Level 2 or Level 3 escalation. Engineers can ask questions in plain language—on desktops, mobile devices, or ITSM platforms like ServiceNow—and receive concise, evidence-based answers.
• SysTrack AI for End Users: Employees are empowered to troubleshoot their own issues with conversational self-service workflows and multimodal experiences like Teams chat and voice calls. Guardrails provide persona-aware remediation steps and escalation paths when resolution requires privileged access or complex troubleshooting.
• SysTrack AI for IT Apps: SysTrack AI integrates seamlessly with enterprise IT ecosystems, including ServiceNow, Microsoft, Salesforce, Citrix, VMware, Splunk, OpenAI, and Moveworks. The platform supports diverse integration opportunities via MCP, A2A, and API. SysTrack AI can be deployed as a headless solution, providing ITSM enrichment as well as autonomous AIOps and EIS triggering. 

SysTrack AI leverages the SysTrack platform’s decades of continuous data collection, capturing over 10,000 data points every 15 seconds across millions of endpoints.

Its cloud-native architecture combines causal inference algorithms with a natural language engine, translating telemetry and analytics into real-time, actionable diagnoses and insights.

“Lakeside has always been known for the depth and breadth of our data,” said Mike Schumacher, CEO, Lakeside Software. “With SysTrack AI, that intelligence is now easily accessible on each device, reasoning instantly from evidence rather than guessing. SysTrack makes digital employee experience management easy, so end users don’t have to invoke the help desk for every problem and, when things do get escalated, IT teams can quickly see what’s happening and why.”

The platform also transforms escalation workflows. L2 and L3 engineers no longer need to re-diagnose issues already addressed by L1 teams: each diagnostic step and attempted fix is automatically recorded and reasoned through. When a problem is escalated, the next engineer inherits a complete, data-backed explanation, reducing redundancy, shortening escalation cycles, and allowing senior engineers to focus on resolution, the company said.

SysTrack AI represents a shift from automated DEX to autonomous, proactive insights, diagnosis, and remediation at scale. By contextualizing AI reasoning with real-time edge data, Lakeside gives organizations a single, trusted view of digital experience and system health—and the confidence to act on it, the company said.

“SysTrack AI isn’t just an upgrade, it redefines what digital experience management can do,” said Dan Salinas, chief operating officer, Lakeside Software. “Unlike other tools that focus on limited metrics or lengthy setups, SysTrack AI combines unparalleled depth of data with plug-and-play simplicity. Customers start seeing meaningful results in hours, not months.”

SysTrack AI is available now, giving enterprises immediate access to evidence-based insights and real-time reasoning across their IT environments.

Organizations can purchase SysTrack AI through Azure Marketplace to optimize cloud commitments and frictionless digital experiences simultaneously.

For more information about this news, visit www.lakesidesoftware.com.