SUM’s chatbot is an interactive feature that helps students, staff, faculty and guests find the help that they need when they need it.
SUM students, staff and faculty are located all over the word, in every time zone and often need help when the main offices in El Dorado Hills, California are closed. It is our goal to provide excellent student services, but we can’t man the phones 24 hours a day, seven days a week. That is where our new chatbot can help. Our SUM chatbot is programmed to help you find the answers you need, when you need them. If our bot can’t help you find what you need in our vast knowledge base, it will help you file a help ticket that our team will respond to promptly during their office hours whether they are in the US or in one of our international locations.
The chatbot is enabled on our Help Desk landing page on the SUM website. Find “Resources” in the top menu and click on “Help Desk”. Click the chat icon in the bottom right hand corner of the page to open the chat and begin.
The chatbot will ask a series of questions to help you find the answers you need. If it can’t help you find answers to your questions, it will prompt you through the process of creating a help ticket for you.
A helpful feature of the chatbot is that it archives your previous conversations. Simply click on the arrow on the top banner of the chatbot and you will open a list of your previous chat conversations. You will even find that the chatbot will message you to ask if your issue was resolved when submitting a ticket through the bot. You can also begin a new chat conversation by clicking on the new message icon in the top right corner.
You can watch a video demonstrating some of the chatbot features here.
We hope that you find this feature to be an engaging and helpful addition to the SUM Help Desk.