Knowledge Article Creation from Ticket Clustering using AI
This process leverages AI to analyse incoming tickets and optimise the knowledge management lifecycle by identifying opportunities for new article creation. When a cluster of tickets with high semantic similarity is detected, and no existing knowledge article meets the minimum vector match score threshold, the system automatically flags the issue as a candidate for documentation. […]
MI Automatic Communications with AI Integration
This process automates the generation and distribution of Major Incident (MI) communications using AI to ensure timely, clear, and consistent messaging. Upon MI creation, the runbook automatically extracts incident details and leverages AI prompts to generate three tailored communication outputs: an Executive Summary for leadership, Public Stakeholder Communications for external audiences, and Internal Communications for […]
AI Change Optimisation for Standard Change Automation
This process leverages AI to analyse and optimise change requests by identifying patterns in historic changes. When a new change request is submitted, the runbook automatically evaluates its details against a dataset of previously implemented changes. If the request matches a known low-risk, frequently approved change, AI assigns it a standardised classification and flags it […]
AI Risk Advisory For Change Management
The Change Risk Advisory workflow in the online repository analyzes change requests to assess risk levels. It automatically retrieves linked CIs, evaluates their dependencies, and identifies similar past changes. This data is then leveraged by Halo's AI connection, which returns a predicted failure risk (e.g., "22.5%"), along with a comment providing risk context and recommendations. […]
Automated Statement of Work Generation and AI Project task Creation
In this guide we will cover: – How to automate SoW creation – How to create project tasks based on your SoW using AI The statement of work against your opportunity tickets in Halo can now be generated automatically based on the services you are quoting the customer for. When quoting customers for products that […]
Forethought AI Solve Integration
In this guide we will cover: – What is the Forethought Integration? – How to connect the Forethought integration -Customising the widget -Embedding the widget to your portal -Setting which widget is used in each portal -Using Forethought widgets with Chat profiles What is the Forethought Integration? The Forethought integration allows you to embed Forethought […]
ChatGPT Integration
The native integration with ChatGPT can be used to write responses on tickets or improve on response agent's have written themselves. It can also be integrated into your live chat to respond to a customer, taking the customer's given context into account. Additionally, ChatGPT's use can be extended into further use using the 'custom integration' […]
Boost Ticket Processing using AI
In this guide we will cover: – Use AI to Generate automatic user responses – Sending auto-generated responses automatically – Improve Agent responses with AI – Previewing responses -Thank you detection AI can be used to enhance the responses written by agents to improve spelling, vocabulary, tone, etc. and even generate an automatic response based on […]
Connecting AI to Halo
In this guide we will cover: – How to connect AI to your Halo instance Before AI can be leveraged in your Halo instance you will first need to set up an AI connection. In this guide we will run through how to connect your Halo to various AI models. How to connect AI to […]
AI Insights
In this guide we will cover: – What are AI insights? – Configuring AI insights – Sentiment Analysis & Emotion Detection – See AI insights when hovering over a ticket What are AI insights? AI insights use AI to analyse a ticket to give further insights into the ticket, such as customer tonality, summarise the […]
