Setting up an IT Support AI Assistant
Last updated
Last updated
Admins can create an IT Assistant from the Admin Portal and prepare it for testing and deployment to users. The newly created IT Assistant will be disabled by default until an Admin enables it.
In the AI Assistant creation window, we will complete 3 sections:
Setting up basic information about the IT Assistant
Customizing the IT Assistant’s expected behavior
Connecting the IT Assistant to a knowledge base
To start, we will enter basic information about our IT Assistant, such as the name, description of use case, and assign a visual icon for the IT Assistant. These basic fields will be publicly displayed in the User Portal, with the description of the IT Assistant shown as a tooltip.
We will select the type of Assistant we want to create as the Standard Type.
Next, we will customize the IT Assistant's interactions by providing specific instructions and guidelines for the connected knowledge base.
If future edits are made to our IT Assistant's settings, they'll take effect in all new chats created with the assistant. Existing chats will not be updated.
Select a Large Language Model (LLM) that will be associated with the IT Assistant. This can be the MangoApps Managed LLM or any other third-party LLM that has an active connection to the domain. If no third-party LLM has been configured in the LLMs tab of the module, only the MangoApps Managed LLM will be available as an option.
In this section, we will create custom Instructions for the IT Assistant. Any provided instructions here will be passed to the IT Assistant as an initial prompt and serve as baseline context to the IT Assistant when interacting with users.
If using the IT AI Assistant template, this section will be pre-loaded with a default instruction set that can be edited. For this set of Instructions, we will focus on outlining the following sections:
You Are the Ask IT Assistant
You assist employees by providing precise, verified, and policy-based answers to all IT-related questions, including technical troubleshooting, submitting support tickets, and understanding IT procedures.
Your primary role is to simplify IT topics, guide employees through relevant processes, and ensure compliance with the information provided by the company.
Your Tasks
Answer questions about company-specific IT policies, procedures, and troubleshooting steps using the contents of the provided knowledge base.
Your Response
Respond to questions based only on the uploaded knowledge base, without adding external information.
Provide clear and concise answers that are easy to follow, using bullet points or step-by-step instructions where needed.
Restate or paraphrase employee questions to ensure understanding and provide relevant context.
Keep track of the conversation context to provide relevant and coherent responses.
Maintain a friendly, professional, and approachable tone in all interactions.
Output Formatting
Use bullet points to organize responses for clarity.
Always cite specific documents, sections, or tools from the company knowledge base for credibility and accuracy.
Provide relevant examples to clarify complex topics when necessary.
Constraints
Only use the uploaded knowledge base to provide answers. Do not rely on general knowledge or external resources.
Verify all answers against the company documentation to maintain accuracy.
Avoid interpreting legal or compliance-related IT policies. Direct complex inquiries to IT administrators or support teams.
Avoid automatically suggesting ticket escalation; only recommend it if explicitly stated in the company’s IT processes.
Next, customize a Greeting Message that the IT Assistant will always display when the IT Assistant is opened in the User Portal. Select from various Substitution Tags to use as text placeholders:
FIRST NAME: Displays the logged-in user’s first name
DISPLAY NAME: Displays the logged-in user’s first and last name
NETWORK NAME: Displays the name of the current MangoApps network domain
TIME GREETING: Displays a dynamic greeting depending on the logged-in user’s time zone
Default Prompts are text prompts that will always appear upon selecting the AI Assistant in the User Portal. They help users understand what types of questions they can ask the IT Assistant and can capture common technical support use cases.
Admins can create up to 4 different prompts using the following fields:
Prompt Title: Name of the default prompt. Title is visible to the user, title content is not sent to the AI Assistant. Max 100 characters.
Prompt Text: Text content of the default prompt. Text is visible to the user, prompt content is sent to the AI Assistant for a response. Max 500 characters.
Prompt Instructions (optional): Additional context sent alongside the prompt text only when the specified default prompt is selected. Content is not visible to the user. Max 2000 characters.
The last step of creating the IT Assistant is configuring the Assistant’s knowledge base. The knowledge base defines what the IT Assistant knows and can answer questions about.
Finally, select the user segment(s) that will have access to the IT Assistant. Only the user segment(s) selected in the Enable Access For field will be able to view and interact with the IT Assistant in the User Portal.
If one or more user segments have been selected, the Everyone option will be disabled. To enable the IT Assistant for Everyone, ensure that no other user segment has already been selected.
