Configure AI Chatbot for Agents

Customize your AI Chatbot for Agents to align its characteristics and responses with your company-wide strategic and business goals. This includes your company’s internal voice and tone, value proposition, and approach to customer satisfaction.

Requirements

• SysAid Spaces

• SysAid Copilot license

• SysAid Copilot enabled

AI Chatbot for Agents is currently in Beta

This document describes how to customize AI Chatbot for Agents (under General Settings), including:

• Organization Details

• Guardrails

• Chat System Message

• Automatic Messages

Organization Details

To configure and customize the AI Chatbot for Agents, open its General Settings, as shown above, and modify the following:

Prompts

The AI Chatbot for Agents curates its responses contextually based on your organization’s Prompt and Datasets configured only for AI Chatbot for Agents.

Dataset Access

AI Chatbot can access and refer to all Dataset-types available to AI Chatbot for Agents, such as Service Record Datasets, SharePoint Datasets, etc.

AI Chatbot for Agent's contextual responses are also based on the screen the AI Admin has open while conversing with the AI Chatbot:

• Active Service Records

• Queue (displayed Queue content, according to active Filters)

Guardrails Message

The AI Chatbot’s Guardrails Message increases your organization’s AI Chatbot’s compliance and security of – so that Agents can't misuse or violate its functionalities, permissions, security protocols, and ethical standards.

Your organization’s default Guardrails Message for the AI Chatbot for Agents is the same as the default Guardrails Message for AI Chatbot for End Users, but can be edited.

Chat System Message

Modifying the Chat System Message allows you to construct and modify the Assistant’s ‘personality’ and provide specific instructions about its behavior throughout the conversation.

Task Advisor

Task Advisor uses a prioritization formula (the Task Advisor prompt in the Chat System Message) to identify and recommend the next Service Record the AI Admin should work on.

This recommendation is based on the highest priority ticket in their Queue, as determined by these Fields:

• Priority

• Due Date

• AI Emotion (Request User Sentiment) – coming soon

Learn more about AI Chatbot for Agent’s Task Advisor

Automatic Messages

Your organization’s default Automatic Messages for the AI Chatbot for Agents allow you to craft and customize:

• Welcome Message (triggered when the AI Chatbot window first opens)

• Starter Message (triggered after the end user clicks the “New Chat” button

• Error Message