In our efforts to continually innovate and improve our overall caregiver experience, the IS Service Desk has partnered with Hyro AI to pilot an additional resource in assisting caregivers with their IS needs. The Hyro AI Chatbot uses cutting-edge technology to assist customers with finding what they need and getting their questions answered.
The chatbot utilizes conversational AI to help caregivers find relevant knowledge base (KB) articles for their issues. It also assists caregivers with opening a service request using keyword search functionality to lead caregivers to the best next steps to resolve their issue.
Beginning June 16, the chatbot will be available to IS caregivers in an internal, IS-only pilot to evaluate its performance for broader enterprise release and adoption. This tool is meant to be an additional resource to assist caregivers with their IS needs and will not replace any current Service Desk staff or functions.
Since this chat function relies on AI technology, it will have a different experience than the live “Chat with IS” direct messaging service provided by the Service Desk caregivers. The pilot will run through July 31 and focus on KBs that are accessible to all caregivers.
Your feedback is important to providing the best solution to our caregivers
On June 16, you can test the new chatbot by visiting Contact IS and selecting the chatbot icon on the right-hand corner.
After you’ve had the opportunity to test the Hyro AI Chatbot, you may be prompted to complete a quick survey. We would appreciate your feedback about your experience.
Please take 2-5 minutes to complete this quick survey to rate the chatbot and let us know if it met your expectations.
- Was the chatbot easy to use?
- Did the results shown apply to the question you asked?
- Did the chatbot point you in the right direction to get your problem/request resolved?
Your feedback and testing of this state-of-the-art AI technology will help provide the best solution in assisting our caregivers.
Need help?
For assistance, visit the IS Service Desk Portal, where you can choose from support options such as schedule a Callback and Chat Support or contact Ami Worcester, executive director, IS Service Transformation.