AI Suggestions
In this guide we will cover: – Ticket matching – AI ticket suggestions – AI Article suggestions Before configuring AI functionality ensure you have first configured your AI connection, see our guide on how to do this here. AI can be used to match a ticket to an existing ticket in your database and suggest […]
AI – Article Creation
In this guide we will cover: – Triggering from an Action – Triggering from Criteria – Enhancing the Runbook AI article creation allows you to create knowledge base articles using AI. This takes in the correspondence between the user and the agent of the ticket and creates a description and resolution for the article and […]
AI Surveys
In this guide we will cover: – Enabling AI Surveys – Using AI Surveys Enabling AI Surveys You can enable AI surveys in the AI configuration in Halo. You can specify what percentage of tickets to survey. Each ticket type has to be configured to use these surveys by enabling the setting "Include in AI […]
AI Virtual Support Agent
In this guide we will cover: – Enabling Virtual Agents – Adding Virtual Agents – Using a Virtual Agent The main use case for this functionality is the Virtual Agent feature, which uses Azure AI Search to search the knowledge base for answers. Virtual Agents can be used without Azure AI Search, but there will […]
AI Knowledge and Ticket Matching
In this guide we will cover: – Use of AI Suggestions – Setting Conditions – AI Suggestions Tab Use of AI Suggestions Pre-requisites (Configuration > AI): Ticket matching and AI insights method must be set to "Built-in functionality" AI Suggestions have been added as an option in Configuration > AI > AI Suggestions. These are […]
AI Azure Translator
In this guide we will cover: – Enabling Azure AI Translator – Configuring Azure AI Translator – Using Translations on a Ticket – Language Pack AI Translations (v2.184.1+) The Azure Translator integration allows you to instantly translate notes from users or other agents into the language that you are currently viewing Halo in. Enabling Azure […]
AI Emotion Detection
In this guide we will cover: – Configuring AI Emotion Detection – Using it on a Ticket Note: As of v2.174.32+ additional runbook setup is not required to use the AI emotion detection functionality. See our guide here on how to use/set up this functionality. This guide will cover how the runbook for the emotion […]
Improve Search Using AI
In this guide we will cover: – What is AI search? – Connecting to Azure OpenAI – Configure Azure AI search – Using AI search What is AI search? Search functionality in Halo, including searching for tickets, knowledge base articles, and services, can be enhanced with Azure AI Search. By leveraging AI, Azure AI Search […]
Virtual Agent and Azure AI Search
In this guide we will cover: – Connecting to Azure – Using AI Search – Virtual Agents Halo can be integrated with Azure AI Search for Knowledge Searching. The Azure AI Search integration allows you to create a search index for Knowledge Base articles and Services to perform AI similarity-matching searches. Connecting to Azure This can […]
Leveraging AI in Halo
Overview This knowledge base article is designed to help users harness the full potential of artificial intelligence (AI) within Halo. Whether you are new to AI or looking to optimize your current use, this guide provides essential tips, best practices, and insights to enhance your experience and achieve superior results. What You Will Learn Understanding […]
