- 01 Jul 2024
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Configure AI Chatbot for Agents
- Updated on 01 Jul 2024
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Customize your AI Chatbot for Agents to align its characteristics and responses with your company-wide strategic and business goals. This includes your company’s internal voice and tone, value proposition, and approach to customer satisfaction.
Requirements
SysAid Spaces
SysAid Copilot license
SysAid Copilot enabled
AI Chatbot for Agents is currently in Beta
This document describes how to customize AI Chatbot for Agents (under General Settings), including:
Organization Details
To configure and customize the AI Chatbot for Agents, open its General Settings, as shown above, and modify the following:
Setting | Where it’s displayed | Default Value |
---|---|---|
Organization Name | Identifies your organization in the AI Chatbot interface | IT Department |
Assistant Name | Specifies the role of the AI Chatbot in its Chat prompts | AI IT Assistant |
Chatbot User Role | Where AI Chatbot’s User Role is identified (Monitor & Fine-tune, Data Pool) | IT Agent |
AI Chatbot Name | AI Chatbot interface | AI Chatbot for Agents |
Prompts
The AI Chatbot for Agents curates its responses contextually based on your organization’s Prompt and Datasets configured only for AI Chatbot for Agents.
Dataset Access
AI Chatbot can access and refer to all Dataset-types available to AI Chatbot for Agents, such as Service Record Datasets, SharePoint Datasets, etc.
AI Chatbot for Agent's contextual responses are also based on the screen the AI Admin has open while conversing with the AI Chatbot:
Active Service Records
Queue (displayed Queue content, according to active Filters)
Guardrails Message
The AI Chatbot’s Guardrails Message increases your organization’s AI Chatbot’s compliance and security of – so that Agents can't misuse or violate its functionalities, permissions, security protocols, and ethical standards.
Your organization’s default Guardrails Message for the AI Chatbot for Agents is the same as the default Guardrails Message for AI Chatbot for End Users, but can be edited.
Chat System Message
Modifying the Chat System Message allows you to construct and modify the Assistant’s ‘personality’ and provide specific instructions about its behavior throughout the conversation.
Task Advisor
Task Advisor uses a prioritization formula (the Task Advisor prompt in the Chat System Message) to identify and recommend the next Service Record the AI Admin should work on.
This recommendation is based on the highest priority ticket in their Queue, as determined by these Fields:
Priority
Due Date
AI Emotion (Request User Sentiment) – coming soon
Learn more about AI Chatbot for Agent’s Task Advisor
Automatic Messages
Your organization’s default Automatic Messages for the AI Chatbot for Agents allow you to craft and customize:
Welcome Message (triggered when the AI Chatbot window first opens)
Starter Message (triggered after the end user clicks the “New Chat” button
Error Message