AI Emailbot
    • 01 Jan 2024
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    AI Emailbot

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    Article Summary

    Enable the AI Emailbot from the Admin Portal

    Enable the AI Emailbot

    Once the Enable Generative AI checkbox is selected in the Admin Portal, the Chatbot Email Integration can then be enabled by selecting the Generative AI via Email checkbox directly beneath it. 

    Note

    The Generative AI via Email checkbox is only clickable once the Enable Generative AI checkbox has been selected

    Configure Chatbot Responses as Email Replies


    image-1702195999792Get AI Emailbot responses to your inbox

     Users who create a Service Record via email can receive an AI Emailbot response as an email reply, as if they were accessing the AI Chatbot through the Self-Service Portal. 


    Service Records created using this method are automatically assigned the “New - AI driven Service” Status.

    Note

    User prompts written to the AI Emailbot will be added to the SR as Messages with an indication of the sender, including:

    • Email title
    • Email body 
    • All AI Chatbot answers

    Receiving an AI Emailbot response depends on whether or not it has a sufficient response for the content in the user’s email. 

    When a user receives an AI Emailbot response to their original email, they can click one of two buttons:

    • “Mark Issue as Resolved” – automatically changing the Service Record’s Status to “Closed - AI”
    • “Continue to Chat” – opens the AI Chatbot as if the user triggered it through the Self-Service Portal, with the email thread content showing as the AI Chatbot thread

    AI Chatbot Email Escalation Rules


    ‘Enable Generative AI’ main checkbox automatically adds two Escalation Rules (each in a disabled state). Only when the ‘Generative AI via Email’ checkbox is enabled, these rules are automatically enabled. These rules then determine subsequent Status changes for the Service Record.

    Note

    Both Escalation Rules are editable and need to be enabled in order to run

    These Escalation Rules are:

    • “AI driven Service”
    • “Move out of AI”

    Rule 1: AI-Driven Service

    This Rule automatically changes SR Status to “New - AI driven Service” if:

    • Service Record Source is “Email”

    Email Notification

    An Email Notification (displaying the SR Title, SR ID, and AI Chatbot message) appears when the “AI-Driven Service” Escalation Rule runs and the following criteria are met:

    • SR Status was set to “New - AI driven Service” 
    • AI Chatbot’s answer was sufficient for the user’s question or issue
    • End user has AI Chatbot access permissions 

    Rule 2: Move out of AI

    If the AI Emailbot’s answer was not sufficient, the second Escalation Rule (“Move out of AI”) will run and change the SR Status to its default status of the account (i.e. ‘New’), if the following occurs:

    • Its Status is “New - AI driven Service”
    • Its Last Modified (value) is over 30 minutes

    Once the SR Status reverts to the account's default status, it will trigger regular account automations just as it would when sent from Email Integration without Generative AI.

    Note

    • The Status and Mode Fields cannot be edited for the “Move out of AI” Escalation Rule
    • Service Records created by the “AI driven Service” Escalation Rule appear in the Admin’s Queue
    • The SR Statuses “New - AI-Driven service” or “Closed - AI” are not editable or removable from their account’s Status List

    Ultimately, if the user chooses to click the “Mark Issue as Resolved” button in the email, the SR Status will be changed to “Closed - AI”.

    AI Emailbot: Deep Dive

    Three major changes occur in the SysAid Copilot for accounts with the "Generative AI via Email" checkbox enabled;

    Changes 1 &2: Escalation Rules Added

    Escalation Rules 1 and 2 (described earlier in the document) are added automatically (in an "Inactive" state) for SysAid Copilot accounts. 

    These two rules are automatically activated when the SysAdmin checks the “Chatbot via Email” checkbox.

    Note

    • These Escalation Rules cannot be erased, but can be configured or disabled by the SysAdmin
    • If the end user edits the Rules’ Fields and then unchecks and ‘rechecks’ the “Chatbot via Email” checkbox, the Escalation Rules revert to their default values

    Change 3: 1 Service Record created automatically

    Once the Escalation Rules are added, SysAid Copilot executes this multi-step flow:

    Step 1: Creates a Service Record via Email Integration

    Step 2: Defines Service Record Status of "New - AI-Driven Service" (assigned by Escalation Rule 1)

    Step 3: Checks if there's an AI-sourced answer (this method has a higher 'confidence threshold' than the AI Emailbot)

    Step 4: Responds with one of two options:

    Options

    SysAid Copilot Response

    "AI-Answer Found"

    Provides the Answer, SR ID, Account ID, and ChatUID

    No AI Answer
    OR
    User lacks SSP AI Chatbot Permissions

    1. Adds 'NO_ANSWER' to the account Audit Log
    2. Updates Service Record Status to "New"


    Note

    If the end user has Self-Service Portal AI Chatbot permissions, SysAid Copilot will:

    • Add the AI Answers to the account’s Audit Log
    • Build the AI Email Notification and send it to the user


    Step 5: Sends AI Email Notification;

    Users that receive the AI Email Notification can choose from one the following actions:

    • User Action 1: Open the AI Chatbot and resume the conversation
    • User Action 2: Click the “Mark Issue as Resolved” button
    • User Action 3 (No Action): Escalation Rule #2 is applied once 30 minutes (or modified time range) have passed

    Note

    • Clicking the “Mark Issue as Resolved” button changes the Service Record Status to “Closed - AI” and populates the Solution field with the answer content
    • Service Records created via the AI Emailbot remain in the Admin Queue (available for Admin interaction) throughout their entire flow, regardless of their Status
    • Service Records are created and categorized based on the account's existing Email Rules
    • Status-based Notifications remain according to the account's configuration (including an option for new Statuses)