What is the AI Support Agent?
The AI Support Agent is Information Technology Services’ (ITS) new Virtual Service Agent (VSA). Using conversational artificial intelligence, our AI Support Agent is designed to help you with common ITS questions and resources. Using the ITS Knowledge Base as its primary reference, our AI Support Agent helps you get the answers and support you need for technology-related issues and inquiries.
What Does the AI Support Agent Do?
Our AI Support Agent can help you with basic troubleshooting regarding technology and other service-related needs pertaining to UofL. Examples include:
- Helping you get out your University user ID
- Answering questions about UL2FCTR/Duo
- Walking you through submitting a ticket
- Viewing your tickets
It can also provide links to helpful resources, such as the ITS Knowledge Base. The AI Support Agent uses the ITS Knowledge Base as its primary source of information.
What’s a Virtual Service Agent (VSA)?
A Virtual Service Agent (VSA) is a software entity/application that combines language processing, machine learning, and artificial intelligence to assist people. VSAs can perform tasks, interact with people, and more.
VSAs are sometimes referred to as chatbots. While any solution that simulates real-time conversation with a human can be described as a chatbot, VSAs are more sophisticated: they leverage AI technology in order to respond to a broader range of inquiries.
How Do I Use the AI Support Agent?
You can read step-by-step instructions on how to use the AI Support Agent in our Knowledge Base article: How to Use Our AI Support Agent.