Lakeside Software, a US digital employee experience company which has its UK base in London, has launched an AI reasoning engine powered by more than 20 years of edge telemetry and analytics. The platform provides enterprises with clear diagnoses for IT issues that affect end-user experience by connecting cause and effect across millions of live devices.
Built on the most reliable and robust collection of digital experience data, SysTrack AI explains not only what is happening but why.
With SysTrack AI, Lakeside’s deep device intelligence becomes instantly accessible – a shift-left transformation for DEX and ITSM. End-users are able to resolve their own issues with guardrails, and L1 help desk is able to diagnose and resolve issues that historically would require L2 or L3 escalation.
Users can ask questions in plain language—on desktops, mobile devices, or ITSM platforms like ServiceNow—and receive concise, evidence-based answers. For example, asking “Why is this device slow?” might return “High CPU usage from a recent patch, affecting 12% of users,” with a clickable audit trail linking directly to telemetry data.
SysTrack AI uses 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 Michael 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 helpdesk for every problem and, when things do get escalated, IT teams can quickly see what’s happening and why.”
SysTrack AI integrates seamlessly with enterprise IT ecosystems, including ServiceNow, Microsoft, Salesforce, Citrix, VMware, Splunk, OpenAI, and Moveworks. The platform offers integrations via MCP, A2A, and API. SysTrack AI can be deployed as a headless solution, providing ITSM enrichment and autonomous AIOps and EIS triggering.
The platform also transforms escalation workflows. Level 2 and Level 3 engineers no longer need to re-diagnose issues already addressed by Level 1 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. Early adopters, including a major healthcare organisation, reported [xx]% fewer Level 2 escalations and [xx]% faster mean-time-to-resolution within weeks of deployment.
Dan Salinas, Chief Operating Officer, Lakeside Software, commented: “SysTrack AI isn’t just an upgrade — it redefines what digital experience management can do. 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 represents a shift from automated DEX and ITSM to autonomous, proactive insights, diagnosis and remediation at scale. By contextualising AI reasoning with real-time edge data, Lakeside gives organisations a single, trusted view of digital experience and system health—and the confidence to act on it.
Image source: LinkedIn
