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 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

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:

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

Chat with AI 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'

Get information on recent Service Records

End Users can ask the AI Chatbot about their recent Service Records (get more information) – without leaving the Chat interface.

Feature Availability

This feature is available in both SysAid for Teams and Self-Service Portal AI Chatbots

Specific Service Record

Asking the AI Chatbot for information about a specific Service Record requires your question to reference one of the following:

When the AI Chatbot responds with the Service Record’s Information, the answer may include the following Field Values:

• Title

• Description

• Status

• Assignee

• Submission Time

Request Users

Users can only obtain information on Service Records if they are its defined Request User

Overview of open Service Records

Example: Ask the AI Chatbot how many open Service Records you have, and it will respond by listing them with the following information:

• Title

• ID

• Status

• Last Modified