The assistant answers your questions and places your requests for you, in a conversation. Open it from any page with the round button at the bottom right of the screen.
Type or dictate
Describe what you need in your own words: "I need a laptop for a contractor who starts on Monday". A single message can contain several needs.
- Enter sends the message, Shift + Enter adds a new line, Esc closes the panel.
- Everything works with the keyboard: the microphone is never required.
What the assistant does
- It looks for the matching services of the catalog and tells you which ones.
- It fills in what it understood (dates, quantities…) and asks one question per missing required field. Information you already gave is not asked again.
- A field that cannot be filled in a conversation (attachment, signature…) must be filled in the service form.
- One sentence may cover several services ("a workstation for Pierre Martin and guest Wi-Fi access from December 3 to 6"): it finds each of them, without you opening its page, and shows one summary per service.
- Once the request is sent, its number is a link to its tracking page.
Ask a question
Ask your question as you would ask support: "My VPN no longer connects". The assistant answers from the knowledge base articles you can read, and names the ones it used.
If the answer does not solve your problem, say so, or ask to talk to someone: the assistant offers to open a support ticket, with the whole conversation attached. As for a request, nothing is sent until you click "Send".
Check, then send
Before any request, the assistant shows a summary, service by service and field by field.
- Send places the request. Nothing is sent without this click: answering "yes" is not enough.
- Modify, or a written reply with the correction, discards the summary; the assistant then shows a new one.
A value the assistant deduced ("tomorrow" turned into a date) or reused from another request is marked "deduced" or "reused": check it, it can be corrected like any other.
After sending, the assistant shows the reference of each request created. You can later ask it about the status of a request placed in the conversation.
Report a mistake
If the assistant got something wrong (wrong service, misunderstood value), click the flag at the top of the panel and, if you like, say what went wrong. The conversation is sent to the administrator to improve the assistant.
Conversations are kept: an administrator, or an operator from the request or ticket created, can read them again to check that the assistant understood your request. Every consultation is recorded.
From a page
On the page of a catalog service or on a knowledge base article, the assistant knows what you are talking about: "I want this one" or "it does not work" is enough. It only uses it if you can open that page yourself.
The same assistant is also offered in the internal workspace, to administrators and agents, with their own rights.
Without an account
If your organization opened it to visitors, the assistant is also offered on public pages. Before the first message, an anti-robot check may be required. Your email address is asked only once, with the first summary you send: the follow-up of your request is sent there.
What the assistant sees
The assistant only sees and does what you could do yourself: the services of your catalog, with the same rules and the same required fields. It is not shown when the instance has no artificial intelligence configured.