Azure OpenAI and OpenAI Integrations (Improve Agent Responses)
In this guide we will cover: – Options for OpenAI Connections – Improve Agent Notes – Configuring your own AzureAI Models Options for OpenAI Connections In Configuration > AI, the following connection options are made available. Fig 1. OpenAI connection options. The option chosen from the AI module determines which AI Integration module is turned […]
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
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 Article Creation
Article Creation This 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 then either directly creates the article or creates an article draft ticket, depending on your Halo settings. If Knowledge […]
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 […]
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 […]
Configuring the Azure OpenAI Connections for AI Driven Ticket Matching
In this guide we will cover: – Creating an AI Model The following article will describe how to create embeddings for tickets in Halo and how to use the GPT models to summarise and triage incoming tickets. The first thing to check is that you have access to the Azure AI Services, which are located […]
Agent Analyst for Technician Operations & Team Leaders
In this guide we will cover: – Chat Profiles for Agents – Agent App Virtual Agents – Virtual Analyst Use – Default Agent App Virtual Agents – Chat Improvements Chat Profiles for Agents Chat Profiles are available within the Agent Application, which allows the Virtual Agent feature to be utilised by Agents for quick actions […]
