Customize AI Chatbot for End Users
    • 04 Jun 2024
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    Customize AI Chatbot for End Users

    • PDF

    Article summary

    Customize your AI Chatbot’s identity; including its Name, System Message, Automatic Message, and how it appears in their Self-Service Portal


    • SysAid Copilot license

    • SysAdmin or AI Admin permissions

    The AI Chatbot’s General Settings page is where AI Admins can:

    Customize the AI Chatbot

    You can customize your AI Chatbot in the General Settings, so that its ‘look and feel’ is aligned with your organization’s brand and tone of voice.

    To open AI Chatbot General Settings, click on:

    1. Settings (cogwheel icon on the AI Chatbot screen)

    2. General

    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

    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 >  AI Chatbot

    What's Next