How the AI Assistant Works
Internal AI assistant for staff — summarise records, draft replies, semantic search, and how AI connects to other platform modules.
What the AI Assistant does
The AI Assistant is an internal tool for your staff — not for clients. It helps agents work faster: draft a ticket reply, summarise a lengthy incident report, answer a question about a client's history, or find records across the platform using natural language.
Important distinction: The AI Assistant is for authenticated staff only. The AI Chatbot (Autonomy → Chatbot) is the customer-facing widget that visitors interact with on your website or portal. These are two separate tools.
What you can ask the AI Assistant
Drafting and summarising
- "Draft a reply to this ticket explaining that we've identified the root cause and are working on a fix"
- "Summarise this incident report in 3 bullet points"
- "Write a professional proposal introduction for [Company Name]"
Answering questions about platform data
- "How many open critical tickets do we have right now?"
- "What was the last interaction we had with [Company Name]?"
- "Show me all invoices overdue by more than 30 days"
Semantic search
- "Find any tickets related to VPN issues in the last month"
- "Which KB articles cover printer troubleshooting?"
The AI uses your actual platform data to answer — it does not make up information. If it cannot find relevant data, it says so.
Where the AI Assistant lives
Look for the AI icon in the sidebar (or the assistant panel on individual records). On records like tickets, companies, and projects, the assistant panel gives you context-aware actions — e.g. on a ticket, it offers to draft a reply or run a KB search based on the ticket's content.
Semantic Search
The AI module includes a vector embedding search that goes beyond keyword matching. When you search for "network problems", it also finds tickets about "connectivity issues", "VPN dropping", or "internet going down" — because it understands meaning, not just words.
This is exposed in:
- The platform's Global Search bar (top of every page)
- The AI Assistant chat
- The KB search widget in the portal
How the AI module connects to the rest of the platform
Service Desk: AI draft replies, ticket summarisation, and KB article suggestions are available from within any ticket.
CRM: The Company Intelligence feature enriches company records using AI — summarising the company's sector, key contacts, and relationship history.
Knowledge Base: AI uses KB articles to power both the internal assistant and the client-facing chatbot.
Autonomy: The AI Triage service (part of the Autonomy module) is a separate AI function — it classifies tickets and runs diagnostics. The AI Assistant is for ad-hoc staff use; Triage is an automated background process.
Global Search: Semantic (AI-powered) search is integrated into the global search bar.
Where to go next
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