The AI Assistant provides users with contextual guidance and answers based on their assigned persona. Depending on whether the user is an End User or an Analyst, the assistant responds with capabilities and messages tailored to that role. This ensures users see only the information and actions relevant to them while interacting with the system.
AI assistant provides the following enhancements:
Message enhancements with capabilities
When user enters a prompt the agent replies its AI assistant capabilities for the respective modules to that particular user. The user can be an end user or an analyst, consider that the user asks the AI Agent “what can you do?” The agent replies with all the modules and its capabilities to execute the task autonomously.
Enhancement
Capabilities for End User and Analyst are configurable per customer.
To view the Ai assistant capabilities, perform the following steps:
Log in to the application as an End User or Analyst.
Enter the prompt as below.
“What can you do?”The prompt displays a list of items for the user which it can perform, such as actions that it can perform on each module - Incident, Service Requests, Reporting and Metrics etc.
Figure: AI Assistant Enhancement
VIP User Session Handling
For VIP users, the system displays special guidance prompts only during the first session of the day. These prompts typically ask whether the user wants to continue with the virtual assistant or be transferred to a live agent.
If a VIP user initiates subsequent sessions on the same day (for example, the second or third session), the system does not repeat this confirmation prompt. Instead, the interaction proceeds directly without re‑asking the question. This avoids repetitive interruptions and ensures a smoother experience for frequent users.
Additionally, system responses to general capability questions (such as “What can you do?”) may vary in wording or language based on context, but the underlying capability remains unchanged.
Enhancement
Session‑aware behavior for VIP users
VIP confirmation prompts are shown only once per day, during the first session.
Reduced repetition
Eliminates redundant prompts in subsequent sessions.
Improved user experience
Ensures faster interactions for high‑priority users without impacting functionality.
Company Policy & Knowledge Query Handling – Enhancement
This enhancement improves backend agent routing by directing company policy and knowledge‑based queries to the General Assistant instead of incident‑specific agents, increasing efficiency without changing user‑visible functionality.
Enhancement
General informational queries (company policies, KB, SharePoint documents) are now:
Handled by the General Assistant
Routed independently of incident‑specific agents
Incident and SR‑related logic remains isolated within their own agents