Artificial intelligence on MCS

Service desk notes and the general sending of emails via the platform now have artificial intelligence enabled features. This functionality assists the administrator in saving time by automatically generating a meaningful response/content in service notes and emails throughout the platform.

Notes in Service Desk
 

1. Go to Service Request Detail Page -> Notes region
2. Click on Reply button. A pop-up box will open with auto-populated note content based on the content of the note against which the reply has to be sent.

For example in the above screenshot, the original note is- 

As a reply to this note, the auto-generated response by AI is-

1. The administrator can regenerate a new response as well by clicking the checkbox ‘Would you like to use AI-generated text?’
2. Enter the text for which you need the response to be generated.
3. Click on ‘Generate’ button and you can see the content in the textbox.

1. Click on ‘Add’ to add the reply to the note.
2. An email will also be sent to the intended user/original submitter of the note.
3. This response will be recorded as a note to the service request as well as in the history region.

The response is generated using artificial intelligence and is based on the actual content of the note. The administrator has the flexibility to edit this response before replying. The administrator can also enter different text to generate a new response as many times as needed. 

Send Email

To use AI based responses in email, please follow these steps.

1. It is necessary to create AI template prior to using this feature. Administration -> General -> Templates -> AI template
2. The page will display already created templates and option to create new.

Note - Only one template can be configured against an item and area of the module.

1. The administrator can add the following content as a part of template-
   1. Pre-content : This static text will be added on the top of the response.
   2. Post-content : This static text will be added at the bottom of the response.
2. Save the details to create the template.
3. Go to service request detail page or any page where ‘Send Email’ functionality is available.
4. Select ‘Artificial Intelligence’ option for compose options.

The response is generated using artificial intelligence and is based on the text entered by the administrator. There is the flexibility to edit this response before replying. The administrator can also enter different text to generate a new response as many times as they require.