Guardrails

To ensure privacy, security, and quality of service, the AIW chatbot is equipped with robust guardrails that restrict its responses and actions according to your account permissions and organizational policies.

Key Principles

1. User Scope and Data Privacy
   The chatbot only provides information and performs actions that your authenticated user account is permitted to access. This is designed to fully comply with all data privacy and security policies, protecting both you and your organization.

2. Relevance to EKM and ITIL/ITSM/IT
   The chatbot’s responses are focused on questions related to the Enterprise Knowledge Management (EKM) system or within the general scope of ITIL/IT Service Management (ITSM)/IT topics. It will answer questions and perform actions only if they fall within these areas.

3. Respectful Refusal for Out-of-Scope Queries
   If you ask a question or request an action outside of EKM or ITIL/ITSM/IT topics, the chatbot will not provide information or perform actions. Instead, it will politely inform you that your request is out of scope and explain its limitation.

4. Commitment to Addressing In-Scope IT Queries
   The chatbot is designed to ensure that all queries related to ITIL, ITSM, or general IT within your permitted access are addressed. No in-scope query will be left unanswered.

What You Can Expect

• In-Scope Example:
  “Show me the status of my open incident tickets.”
  Response: The chatbot will retrieve and display only the tickets you are authorized to view.
  
  Figure: In-scope Tickets
  

• Out-of-Scope Example:
  “What is the HR policy for paid leave?”
  Response: The chatbot will reply: “I appreciate you reaching out, but I'm specifically designed to assist with IT and technology-related matters. Your question appears to be about HR/Policies, which is outside my area of expertise. Is there anything technology-related I can help you with today?
  
  
  Figure: Out of scope prompt

Your Privacy and Security

All responses are automatically filtered to ensure you can only access information and perform actions permitted under your authenticated user profile. At no time can the chatbot share confidential or out-of-scope information.

Note

These guardrails help ensure the AIW chatbot remains a secure, reliable, and effective tool for IT support and information within your organization.