How to Use the AI Support Agent, ITS' New Virtual Service Agent (VSA)

Before You Begin

• All conversations with our AI Support Agent are saved as transcripts and are subject to internal review by ITS staff when deemed necessary.
• Do not share sensitive information with the AI Support Agent, such as social security numbers, credit card information, birth dates, or passwords.
• The use of the AI Support Agent is subject to the University’s Policy User Accounts and Acceptable Use Policy (ISO-007 v2.1).
• The AI Support Agent is only available for use in the ITS Service Portal at https://service.louisville.edu.
• To learn more about our AI Support Agent, visit our Knowledge Base article: Introducing the ITS AI Support Agent, Our New Virtual Service Assistant (VSA).

Instructions

How to Use the AI Support Agent

1. Go to: https://service.louisville.edu.
2. Click the chat icon (the speech bubble with a headset and microphone) in the bottom left-hand corner of the screen. You can also scroll down and click “Chat with IT Support” start a conversation with our AI Support Agent.
3. If prompted by the AI Support Agent, log in by clicking, “For the best experience, click here to login”. Log in using your UofL email address (userID@louisville.edu) and password.
4. The AI Support Agent will greet you, give some introductory information, and offer menu options for you to select. Select a menu option, or you can also enter your own question into the text box in the chat window.
5. Follow the prompts the AI Support Agent generates, and enter any information the AI Support Agent needs to assist you.
6. To end the conversation with the AI Support Agent:
   1. Click the three vertical dots at the top of the chat window, click “End Conversation”, and click “Yes”; or
   2. Click the “X” at the top of the chat window, and click “Yes”.

How to Select a Language

1. Go to: https://service.louisville.edu.
2. Click the VSA icon (the speech bubble with a headset and microphone) in the bottom left-hand corner of the screen.
3. Click the three vertical dots at the top of the chat window.
4. Click “Select Language”.
5. Search for your preferred language, and click on the language you want to use.
6. Click “Select Language”.

How to Download Transcript

1. Go to: https://service.louisville.edu.
2. Click the VSA icon (the speech bubble with a headset and microphone) in the bottom left-hand corner of the screen.
3. Click the three vertical dots at the top of the chat window.
4. Click “Download Transcript”.

Outcome

You will be able to access and use our AI Support Agent to get help with service-related issues.

Need Additional Help

• Contact the ITS HelpDesk: Call 502-852-7997 during business hours:
  • Monday through Thursday: 6:00am – 10:00pm
  • Friday: 6:00am – 5:00pm
  • Saturday: 7:00am – 5:00pm
  • Sunday: 10:00am – 10:00pm
  • University Holidays: 7:00am – 5:00pm
  • Closed on Thanksgiving, the day after Thanksgiving, and Christmas.
  • If you have an emergency during off hours, call the HelpDesk to be transferred to an on-call technician, or leave your request on voicemail. Your call will be returned the next day starting at 7am unless you specify a time.
• Live Chat: Chat with the ITS HelpDesk at https://apps.louisville.edu/it/livechat/phplive.php during business hours.
• Submit a Ticket: Use the self-service portal at http://service.louisville.edu to log requests or check the status of existing tickets.
• In-Person Support: Visit the iTechConnect 1:1 help located on the lower level of the Miller Information Technology Center, Belknap Campus, during business hours.