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How to improve Ticket & Catalog skills for AI Assistant?

  • October 28, 2025
  • 2 replies
  • 45 views
DIANA.TWC
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We’ve been receiving feedback about requests and ticket becoming harder to accomplish via our Moveworks assistant. Below is one example, and I have 3 main questions:

  1. Why is the agent ignoring the Ticket route so many times? Even at the end, it is not presenting TICKET WITH IT as an option!
  2. If domain has been identified, is there a way to prioritize a handoff option?
  3. Is there a solution to manage catalog items for the assistant better?
    1. The lack of context and added logic to catalog items often hurts the experience as the user can be served with up to 4 different request forms at once
Moveworks agent ignores ticket request, finds a match with catalog item. This is OK since we do want catalog items fulfilled when needed, but the lack of context hurts accuracy
I declined the offers, and I was asked to describe my issue again. Moveworks agent says it CANT help again and provides me with LIVE CHAT, and an option for a 2ND DOMAIN (which has no overlap with the issue im having)

 

Best answer by andrew.mairena

​@DIANA.TWC thanks for flagging and sharing the screenshots - this is helpful. I acknowledge the user experience here isn’t ideal. With our upcoming GPT-5 Reasoner Upgrade in Nov 2025, the behavior will change and improve, especially with carrying context. 

Ultimately however, the general system prompt is written so that the AI Assistant provides solutions before filing a ticket, intentionally adding friction. With the Specialized Assistants roadmap item, an admin can write their own system prompt for an “IT Support” Specialized Assistant, which can be tuned to prioritize certain handoff items. 

    2 replies

    andrew.mairena
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    • andrew.mairena
    • Community Manager
    • Answer
    • October 31, 2025

    ​@DIANA.TWC thanks for flagging and sharing the screenshots - this is helpful. I acknowledge the user experience here isn’t ideal. With our upcoming GPT-5 Reasoner Upgrade in Nov 2025, the behavior will change and improve, especially with carrying context. 

    Ultimately however, the general system prompt is written so that the AI Assistant provides solutions before filing a ticket, intentionally adding friction. With the Specialized Assistants roadmap item, an admin can write their own system prompt for an “IT Support” Specialized Assistant, which can be tuned to prioritize certain handoff items. 

      DIANA.TWC
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      • DIANA.TWC
      • Author
      • Inspiring
      • November 3, 2025

      Thank you ​@andrew.mairena - looking forward to the new update!

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