eLSupport has written hundreds of KB articles inside VCC's TDX KnowledgeBase. You can use VCC's "IT at VCC" AI ChatBot to search our KnowledgeBase for answers. This can be much more convenient that just doing a keyword/phrase search in TeamDynamix.
The IT ChatBot is an online assistant that answers questions using the KnowledgeBase that's tied into the VCC HelpDesk ticketing system in TeamDynamix. It's designed to scan hundreds of articles quickly, and provide answers using plain language. It can save you a lot of time and trouble of wading through search results to find your answers.
Where to find the "IT at VCC" AI ChatBot
When present, the IT ChatBot will appear in the bottom-right corner of a web page. It can be recognized by its circular "speech bubble" icon, and its pop-up conversation window:
The ChatBot can be found in these VCC online locations:
Using specific prompts to get the best answers
Our IT ChatBot is continually scanning and adapting to updated information found in VCC's TDX KnowledgeBase, and revisions to KB articles are usually incorporated fairly quickly.
However, no AI language interpreter is perfect.
Here are some good and bad prompt examples for this Bot:
- A bad prompt: the query "can I get training in teams" returned a 2016 Word document from the ChatBot's collection which dealt with the Student onboarding process for Moodle courses.
- Lesson: Some older VCC documents may have been get indexed by the Bot, even if they are rarely used.
- A good prompt: The query "does elsupport have kb articles about using teams" returned links to three eLSupport KB articles on the topic of getting started in using Teams.
- Lesson: The artificial intelligence interpreting your query will do a better job at finding relevant KB articles if you add words like "in eLSupport KB articles" to focus on TDX Knowledgebase articles as the source.
- An "okay" prompt: The query "show me elsupport articles about moodle gradebook" returned two articles. There are definitely more than two articles on Gradebook in our KnowledgeBase.
- A better prompt: The query "list all the KB articles in TDX about moodle gradebook" returned a list of six articles.
- Even better prompt: "is there a category for grading in TDX knowledgebase" returned a link to the "Grading and Assessment" KnowledgeBase category in TDX, where there are 23 articles listed relating to the Moodle gradebook.
Conclusions
Extra words that provide context can make a big difference in getting relevant search results. The IT Bot can identify the words "article", "category", and "eLSupport" when searching the TDX knowledgebase, so use more specific language in your search queries.
What the ChatBot can and cannot do
What it can do
- VCC Students can get answers on how to change their password, set up MultiFactor Authentication, connect to WiFi, and much more.
- VCC Employees can find an extensive KnowledgeBase of how-to articles from IT, CTLR, and eLearning Support, on a wide variety of technical and eLearning subjects (including Moodle).
What it cannot do
- The IT ChatBot cannot search the web: To protect the privacy of VCC Staff and Students, the online assistant is not connected to the Internet. That means that it cannot answer questions outside of VCC's IT or eLearning Support KnowledgeBase articles. (In other words, it gives no "creative" answers, and provides no speculation,and absolutely no AI hallucinations.)