AI Assist allows agents to use real-time chat to troubleshoot and resolve issues. It includes options to upload or capture screenshots, search your knowledge base, and reference Incident and Case data to help provide more informed responses.
Configuration
As a ScreenMeet Administrator login to console.screenmeet.com
Click
Organization→Settings & Policies→AI AssistIn the
Configurationtab you will see the following options:AI Assist: Enables or disables AI Assist for Remote Support sessions.
Images and Screenshots: At this this, this functionality can not be disabled. Allows agents to upload and drag-and-drop images or capture screenshots for AI Assist to use in troubleshooting (Supported image formats include PG, PNG, or WebP with a max recommended size of 5 MB)
AI Assist Activity in Session Logs: Enables agents to view AI Assist chat activity in session logs. These entries will appear with the Type set to ‘ai-chat’
Knowledge Base Search: The Knowledge API app is required to enable this functionality. Allows AI Assist to search your Knowledge Base to assist with troubleshooting
Incident and Case Data: Allows AI Assist to reference incident and case data for additional troubleshooting context. This will search the CRM records short description, description, and notes field.
In the
Previewtab you will have the option to test the AI Assist responses with options to include CRM/ITSM context and to search your knowledge base