HaloPSA

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Documentation to assist with the setup and configuration of the HaloPSA platform

Guides > Additional AI Functionalities

Additional AI Functionalities

In this lesson we will cover:

- Creating knowledge base articles using AI

- AI surveys



Creating Knowledge base articles using AI

Knowledge base articles can be created automatically using AI, taking in the correspondence between the user and the agent of the ticket and creating a description and resolution for the article. This can either directly create an article or create an article draft ticket, depending on your Halo settings. 


This functionality can assist you in creating a comprehensive knowledge base to assist agents in resolving incident tickets. 


Prerequisites

  • 'Azure OpenAI' or 'Own OpenAI' as your default AI connection (See our lesson on Connecting AI Halo)

Configuring KB articles to be created by AI

A runbook is used to have AI create knowledge base articles, this runbook is available out-of-the-box in Halo. To download and enable this runbook head to configuration > AI and enable 'Create knowledge base articles using AI'.

Fig 1. Create knowledge base articles using AI setting


You will now need to configure how/when this runbook is triggered. It can either be triggered manually, by using an action on a ticket, or you can have the runbook trigger automatically from a determined event in Halo. 


Trigger using an action

To have this trigger using an action head to configuration > tickets > actions, create new or edit and existing action. The system use of the action will need to be 'Send webhook/Queue integration Runbook' then you will be able to choose in the field below the runbook to trigger. You will either need to select 'Azure OpenAI create knowledge base article' or 'OpenAI create knowledge base article' depending on the AI model you have connected with. 

Fig 2. Action to create a knowledge base article 


This could be set against your 'resolved' action, for example, this would ensure when the agent closes the ticket a KB article is created automatically without them having to complete an additional action.


When the runbook is triggered using an action it is advised to add the 'Note' field to the action and default this to contain $-allactions. This will summarise all the ticket actions within the same action that triggers the runbook, resulting in a more accurate article description/resolution. 


Trigger using an event

To have the runbook trigger (and article created automatically) when a set event occurs head to configuration > integrations > custom integrations > integration runbooks > select the 'Create knowledge base article' runbook associated to the connection type you are using. Then in the events table you can determine what event causes this runbook to trigger. In the figure 3 example the runbook will be triggered each time a 'problem' ticket type is closed. 

Fig 3a. Event to trigger runbook when ticket 'closed'


Fig 3b. Additional event criteria - ticket type = problem


Now each time the configured action is used, or the set event occurs a knowledge base article will be created in your instance based on the ticket data. 


The created article will have a title of 'Article Created from Ticket X' and will be created under the default FAQ list (this is the FAQ list with the lowest system ID). If you are using the article drafts functionality (enabled under configuration > knowledge base) a new article draft ticket will be logged. With AI populating the article description and resolution fields on the ticket. For more information on article drafts see our lesson here. 


AI Surveys

The AI-powered survey functionality can analyze ticket data to estimate the satisfaction score and potential comments a user might give, based on the interaction between the user and the agent. This provides additional feedback data beyond what users typically submit. While actual user feedback remains essential, AI can offer valuable insights, especially when user feedback records are sparse.


To enable AI surveys head to configuration > AI, enable 'Use AI to survey User satisfaction'. When enabled you will also be able to set what percentage of tickets are surveyed, to keep survey data concise you may wish to reduce the percentage of tickets that have AI feedback generated. 

Fig 4. Enable AI surveys


Surveys will also need to be enabled against each ticket type you would like AI to generate a survey for. This can be enabled/disabled under the settings tab of each ticket type using the setting 'Include in AI surveys' (see figure 5).

Fig 5. Enable survey functionality against ticket type


Note: The AI satisfaction and satisfaction comment field do not need to be present against the ticket types you would like to conduct AI surveys on. 


Once enabled, the conversation between the agent and user will be sent to the AI when the ticket is closed and it will evaluate the satisfaction score for the user and summarise why it has given this score. These will be added as a feedback record against the ticket that will show in the ticket's details under the section 'AI Survey'. 

Fig 6. AI survey section in ticket details


If negative feedback is recorded by AI the behaviour set in Configuration > Tickets > Surveys will be followed in terms of creating a ticket for Negative Feedback. The setting here will apply to negative feedback logged by users and AI. 

Fig 7. Negative feedback set to log an incident ticket type


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