Help Desk Agentic AI Virtual Assistant
The Agentic AI Help Desk Virtual Assistant facilitates quick access to general IT support by automating routine help-desk inquiries. This virtual assistant is capable of retrieving relevant IT knowledgebase articles from the Help Desk Portal, enabling users to interact with the virtual assistant in a conversational manner to efficiently resolve routine IT issues.
This assistant can also perform agentic actions including creating helpdesk tickets, performing real-time ticket lookups, and escalating issues to the Help Desk team by email with full chat context.
To access the virtual assistant, login to IT knowledgebase website at: https://it.chicagobooth.edu/. After you log in, you'll see the assistant icon appear in the bottom right corner of your screen, as illustrated below.
Once the virtual assistant opens, ask questions or use the menu to start a new chat and easily switch topics.
Key features:
§ Knowledge Retrieval: Automated search and delivery of relevant IT knowledge-based articles. Ask questions like “how to print”.
§ Ticket Management: Real-time lookup of your existing help-desk ticket status.
o Ticket Creation: If the chatbot can’t answer your question or at any time you wish to create a helpdesk ticket, type in phrases like “create helpdesk ticket”. The chatbot will guide you through creation.
o Ticket lookup: Real-time lookup of your existing help-desk ticket status. Ask questions like “my open tickets” or “my recent tickets”.
§ Email Escalation: Effortless escalation to the Help Desk team by email, ensuring the support agent receives the full context of the user's interaction.
o Chatbot can prompt you the option to escalate the issue. You can also, at any given time, use prompt with words like “escalate ticket” or “email helpdesk”.