Customize AI Chatbot
- 26 Mar 2024
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Customize AI Chatbot
- Updated on 26 Mar 2024
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Article Summary
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Customize your AI Chatbot’s identity; including its Name, System Message, Automatic Message, and how it appears in their Self-Service Portal
Requirements
SysAid Copilot license
SysAdmin or AI Admin permissions
Customize the AI Chatbot
You can customize your AI Chatbot in the Manage section so that its ‘look and feel’ is aligned with your organization’s brand and tone of voice.
To access these settings, click the cogwheel icon in the AI Chatbot’s left panel.
This is where you customize your AI Chatbot’s identity and automated behaviors, entering values for the following (editable) fields:
Organization Details
AI Chatbot Name: Appears in the AI Chatbot interface, SSP Header button, and Service Catalog Item
Organization Name: Displayed in various parts of the chatbot interface to help identify your organization
Assistant Name: Specifies the role of the AI Chatbot, such as 'Support Agent', 'Virtual Assistant', etc.; used to personalize the AI Chatbot’s responses
AI Chatbot User Role: Defines the role of the user, such as 'employee', 'customer', etc.
Time range of used SR data: The time frame of data analyzed from Service Records and referenced by the AI Chatbot
Chat System Message (Prompt): Allows you to modify the Assistant’s ‘personality’ and provide specific instructions about its behavior throughout the conversation
Automatic Messages
Welcome Message (triggered when the AI Chatbot window first opens)
Starter Message (triggered after the end user clicks the “New Chat” button
Error Message
AI Chatbot Tips
Defining the user’s role allows you to specify whether the user is an employee or a customer, so that the automated dialogue is most natural to the use case
Let your personal AI Chatbot and its ‘Chatbot name’ reflect your brand voice and the value proposition of your product or service
Editing the Chat System Message means you can modify the AI Chatbot’s personality and provide guidelines for its behaviors/responses
If you make changes to your Chat System Message, you can reset its content to the default System Message provided by SysAid at any time – by clicking the "Reset" button
Chatbot Message Examples
Here are some examples to get you started with your AI Chatbot’s Automatic Messages:
Welcome Message
Greetings, <%= orgName %> superstar!
It's me, your virtual work buddy, ready to solve any issues you may encounter! Let me know what happened, and I’ll help you troubleshoot independently and save time.
Feel free to ask me questions such as (but not limited to),
"What is the office Wi-Fi password?", "How can I update my Adobe credentials?", or "How do I gain access to my corporate email?"
Starter Message
Hi <%= firstName %>, How can I support you today?
Error Message
Oops! It seems we’ve encountered an error. Please try again
Customize for Self-Service Portal
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Access to the AI Chatbot will appear as a Service Catalog Item.
You can customize this Service Catalog Item on the page shown above and customize:
Enabled/Disabled
Description
Icon
Visibility
Specify which User Groups to include or exclude
Specify with companies to include or exclude
Specify whether guest users can access the Chatbot
To customize the AI Chatbot Service Catalog Item, go to
Service Desk > General Settings > Self-Service Portal > Service Catalog Items > Chatbot
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