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. […]
AI
Configuration > AI Check out the guides for more information on AI: AI Article Creation AI Azure Translator AI Emotion Detection Azure AI Search Azure OpenAI and OpenAI Integrations (Improve Agent Responses) Leveraging AI in Halo Setup Field Type Description Default AI Connection Radio List This determines which AI connection is used. You will need […]
AI Emotion Detection (Old functionality)
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 […]
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 […]
Connect AI to Halo using Azure OpenAI
In this guide we will cover: – Create an AI model in Azure and connect this model to Halo In order to use AI in your Halo instance you will need to connect and AI model. In this article we will walkthrough how to configure and connect an Azure OpenAI model to Halo. Video Walkthrough […]
