AI Chatbot Ticketing
    • 18 Jun 2024
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    AI Chatbot Ticketing

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    Article summary

    Admins can allow the AI Chatbot to generate Service Records directly from conversations with End Users — triggered by one click only.

    Requirements

    • SysAid Copilot License

    • SysAdmin or AI Admin permissions

    • “Allow Service Record Submission via Chatbot” checkbox checked off in General Settings

    End users can create Service Records directly by the AI Chabot from within any Chat, using two different methods:

    • User-triggered Ticketing
      Clicking the “Create a Service Record” as the first message is sent to the AI Chatbot, a link to create a Service Record based on the chat content appears "Create a Service Record" link will appear

    • Conversational Ticketing
      The AI Chatbot creates a Service Record dynamically and identifies the organization’s most relevant Template (and automatically populates its Fields) based on the user’s conversational prompts

    Enable User-triggered Ticketing

    This feature requires the SysAdmin or AI Admin to enable User-triggered Ticketing in the AI Chatbot General Settings page

    User-triggered Ticketing

    The "Create a Service Record" link appears underneath the thumbs up/thumbs down feedback buttons once the End User sends their first message to the AI Chatbot.
    Once the link is clicked, a progress indicator (popup) appears — confirming that a Service Record’s been created by SysAid Copilot.

    The AI Chatbot then specifies:

    • Service Record ID

    • Service Record Title

    Both items link to the Service Record in the Self-Service Portal.

    SysAid Copilot then auto-populates the Service Record with the Field values listed in the table below;

    Field

    Value

    Service Record Title

    Thread Title

    Status

    New

    Messages

    Text of the Chatbot conversation

    Message

    Conversation Log

    Request User

    Logged in User

    Source

    Chatbot

    Categories (Category Set)

    (Blank)

    Location

    (Blank)

    Service Record Resolution

    • 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)

    • 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

    Once relevant, clicking the "Issue Resolved" button then triggers: 

    • A confirmation message sent by the AI Chatbot, reading: "Great news! Your Service Record has been resolved with the status 'Closed - AI'

    • The thread reverts back to a regular chat thread in the Chat History panel

    Additional Features

    User-triggered ticketing can be automated further using additional configurations:

    Setting Default Statuses

    Default Statuses can be set for Service Records that meet one of the following criteria:

    • Created by AI Chatbot (Incidents or Requests)

    • Converted from Incident to Request by AI Intelligent Categorization Escalation Rule*

    The “Allow Service Record Submission via Chatbot” must be checked in order for the ‘Default Status’ dropdown menu selections to apply

    Statuses must meet the following criteria in order to appear in the dropdown menus:

    1. Enabled for the Service Record type (Incident/Request)

    2. Class set to “Open”

    Once a Default Status is chosen per Service Record-type, Service Records created using the described methods are automatically assigned the Status selected in the dropdown menu.

    To set a Default Status for relevant Service Records, go to AI Chatbot Settings > General.

    Automatic Categorization

    SysAid Copilot’s AI Intelligent Categorization can automatically change Categories of User-triggered Service Records.

    This automatic categorization relies on the Category’s enabled Service Record Types (Incident and Request).

    The “AI Intelligent Categorization” (out-of-the-box, but configurable) Escalation Rule must be enabled in order for automatic categorization to be triggered.

    Learn more about configuring and enabling AI Intelligent Categorization here.

    Conversational Ticketing

    The AI Chatbot can replace the need for End Users to fill out a Service Record Form – by creating a Service Record dynamically based on the End User’s conversational prompts in the Chat.

    This functionality allows the AI Chatbot to identify the most relevant Template and automatically populate its Fields -- based on the End User’s conversational input.

    Mandatory Fields

    The AI Chatbot identifies relevant mandatory fields for the Conversational Ticket based on the Request and Incident Templates defined in the Self-Service Portal for End Users.

    Templates restricted to Admin-only visibility aren’t considered by the AI Chatbot.

    Currently in Beta

    SysAid Copilot identifies which of the End User organization’s Template is most to the Service Record being created — and populate as many of its Required Fields as possible, including:

    • Title

    • Description

    • Email

    • Full Name

    • Urgency

    • Location

    • Impact

    If SysAid Copilot can’t populate all of the Template’s Required Fields, it will:

    1. Ask the End User to provide the missing details

    2. Sends the End User a summarized (draft) version of the Service Record to confirm

    3. Once confirmed, Service Record will be created

    Notes

    Templates using Custom Fields can also be populated using Conversational Ticketing