AI Chatbot for End Users
    • 31 Jan 2024
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    AI Chatbot for End Users

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    Article Summary


    AI Chatbot for End Users

    The AI Chatbot enables end users to promptly report issues and receive real-time support from their organization's ITSM resources and personnel. Instead of relying solely on IT teams for questions and problem-solving, users can directly ask the AI Chatbot questions or use it to quickly submit Service Records, avoiding the time-consuming task of manually filling in individual fields in the Service Record form.

    This document explains how to:

    Note
    The AI Chatbot is only available to end users whose account includes a license with SysAid Copilot

    Access the AI Chatbot

    End users can access it in the Self-Service Portal, either by clicking on either of the following:

    SysAid Copilot in the Header

    SysAid Copilot in the Self-Service Portal: Header

     

    SysAid Copilot Service Catalog Tile

    Access SysAid Copilot in the Self-Service Portal: Service Catalog Tile

    Chat with the AI Chatbot

    Once triggered, the AI Chatbot opens and displays the personalized Welcome Message, encouraging the user to enter their query. 

    You can begin a conversation with the Chatbot and receive answers to your questions that are not only provided quickly but are also specific to your organization.

    To create a new chat thread, click on the [show button] on the top left of the chat interface.

    To access chat thread history, click on any thread in the left panel to continue its conversation.

    You can also react to any chatbot message within a chat thread by using the thumbs up/thumbs down buttons.

    Create a Service Record using 1-Click Submission

    Create a Service Record using the AI Chatbot

    The AI Chatbot's 1-Click Submission feature allows you (end users) to submit a Service Record directly from their AI Chatbot conversation.

    As soon as you send your first message, a "Create a Service Record" link will appear (underneath the thumbs up/thumbs down feedback buttons).

    Once you click on the link, a progress indicator will appear in a popup, confirming that a Service Record is being created on your behalf.

    The Chatbot will then send you a Confirmation Message verifying a Service Record has been created and specifying its SR ID and Title, both of which link to their SR in the Self-Service Portal.

    Until the Service Record gets resolved, its "Unresolved" status will be indicated in the left panel’s “Unresolved” section (a link to the relevant Chatbot thread). 

    You can click the "Issue Resolved" button once you're ready to close the Service Record, and the following will occur: 

    The Chatbot sends a confirmation message that reads: "Great news! Your Service Record has been resolved with the status 'Closed - AI'

    The thread will revert back to a regular chat thread in the Chat History panel

    Coming Soon

    SysAid Copilot chooses the most relevant (Category-driven) SR Template, involving the following process:

    SysAid Copilot first identifies the Category related to your AI Chatbot conversation, and then chooses which of your default Service Record Templates (Incident or Request) is most relevant for the new Service Record

    How the AI Chatbot creates a new Service Record

    When you click on "Create a Service Record", SysAid Copilot creates the Service Record on your behalf. 

    This new Service Record is created from your account’s default SR Template, auto-populated with the following field values:

    FieldValue
    Service Record TitleThread Title
    StatusNew
    MessagesText of the Chatbot conversation
    MessageConversation Log
    Request UserLogged in User
    SourceChatbot

    You can click the "Issue Resolved" button once you're ready to close the Service Record, and the following will occur: 

    • The AI Chatbot sends a confirmation message that reads: "Great news! Your Service Record has been resolved with the status 'Closed - AI'
    • The thread will revert back to a regular chat thread in the Chat History panel
    Note
    AI Chatbot-generated Service Records can be re-opened in the Self-Service Portal by clicking on the Service Record link that appears inside the chat thread and clicking the "Reopen Ticket" button

    Chat with AI Chatbot via Email

    Communicate with the Chatbot via email

    You can also communicate with the AI Chatbot via email (AI Emailbot) when you submit a Service Record via email.

    To do this, you can send an email to your organization account’s configured email (address@domain.com) for SR email submission, which the AI Emailbot may respond to with a generative AI solution, addressing the issue or question.

    There are a number of options for how the end user may respond:

    • Select “Continue to Chat”
      This will open a new tab for continuing the Chat, including email’s original user query and the AI Chatbot response

    • Select “Issue Resolved!”, which will officially resolve the Service Record and change its status to 'Closed - AI'
    Note
    The AI Emailbot only responds to Service Record Submission emails if the: 
    • Feature is enabled for the account from the General Settings
    • End user has AI Chatbot permissions
    • AI Chatbot has a relevant answer for the email’s content

    What's Next