- 21 Feb 2024
AI Chatbot for End Users
- Updated on 21 Feb 2024
Allow End Users to promptly report issues and receive real-time support from their organization's ITSM resources and personnel.
Instead of relying solely on IT teams for questions and problem-solving, users can ask the AI Chatbot questions directly or utilize it to quickly submit Service Records; avoiding the time-consuming task of manually populating individual Service Record Form Fields.
SysAid Copilot license with AI Chatbot feature enabled
This document explains how end users can:
Access the AI Chatbot
Use AI Chatbot features
Use 1-Click Submission
Access the AI Emailbot
Submit AI Chatbot Answer feedback
Access the AI Chatbot
End users can access it in the Self-Service Portal, either by clicking on either of the following:
AI Chatbot button in the Header
AI Chatbot Service Catalog Item
Chat with the AI Chatbot
Once triggered, the Chatbot opens and displays the personalized Welcome Message, encouraging the user to enter their query.
You can begin a conversation with the AI Chatbot and receive quick, organization-specific answers to your questions.
To create a new chat thread, click on the “New Chat+” on the top left of the Chat interface.
To access Chat thread history, click on any thread in the left panel and continue its conversation.
You can also react to any Chatbot message within a chat thread by using the thumbs up/thumbs down buttons and submit textual feedback with the IT Admin(s).
Create a Service Record using 1-Click Submission
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.
SysAid Copilot chooses the most relevant (Category-driven) SR Template, involving the following process:
SysAid Copilot first identifies the Category related to your AI Chatbot conversation, and then chooses which of your default Service Record Templates (Incident or Request) is most relevant for the new Service Record
SysAid Copilot then auto-populates the Service Record with the Field values listed in the table below;
Service Record Title
Text of the Chatbot conversation
Logged in User
Categories (Category Set)
AI Chatbot-generated Service Records can be re-opened in the Self-Service Portal by clicking on the Service Record link that appears inside the chat thread and clicking the "Reopen Ticket" button
Submit feedback on AI Chatbot answers
You can submit feedback on AI Chatbot Answers by ranking each Answer with a Thumbs up/Thumbs down and writing textual feedback, which are then sent to the AI Admin from the Monitor & Fine-tune page.
The feedback you provide allows Admins to:
Understand and identify whether the AI Chatbot is helping your organization resolve issues independently
Improve the AI Chatbot’s future answers and input
Chat with AI Chatbot via Email
You can also communicate with the AI Chatbot via email when you submit a Service Record via email.
To do this, you can send an email to your organization account’s configured email (email@example.com) for SR email submission, which the AI Chatbot may respond with a generative AI solution, addressing the issue or question.
There are various response options:
Select “Continue to Chat” to open a new tab for continuing the Chat, including email’s original user query and the AI Chatbot response
Select “Issue Resolved!” to resolve the Service Record and change its status to 'Closed - AI'
The AI Chatbot only responds to Service Record Submission emails when the following are true:
AI Emailbot is enabled for the account from the General Settings
End user has AI Chatbot permissions
AI Chatbot has a relevant response for the email’s content