AI Assistant

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: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! If domain has been identified, is there a way to prioritize a handoff option? Is there a solution to manage catalog items for the assistant better? 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 accuracyI 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) 

Does Moveworks track confidence level/scores of the bot’s responses to a user? (even if this is tracked only on the back end)What are some ways to determine the accuracy of responses besides asking users to report feedback?

Hi all,My team is currently working with Channel Resolver in one of our Slack channels. We had someone submit a sensitive ticket via this channel which should have been submit privately.After this, we deleted the message within Slack, but our Moveworks bot was linked to the ticket still. When the end user or any of our IT employees would reply, channel resolver would create a new message in our resolver channel, rather than in the deleted thread.Has anyone experienced this before, and if so, do you have any guidance on how to prevent sensitive information from being shared in the channel? I believe the fix may be to disable channel resolver, but wanted to reach out to this community and see if anyone has had an approach to rectify this.

We have observed that our bot is experiencing intermittent response timing issues this morning in both Microsoft Teams and the web platform. At times, it may take several minutes to reply; at other moments, it responds within a minute. Occasionally, it may timeout, displaying a message to try again shortly.We have checked the Moveworks issues dashboard and did not find any reported problems. We would like to understand if others are experiencing similar issues, especially considering ongoing concerns with AWS services.If you are facing related AWS issues that affected your bots, please share how you addressed them. Your insights could help us find a solution more quickly.Thank you!

Hi there,We have a highly manual processes within our company we are trying to automate. We have very large excel spreadsheets that contain vendor details. E.g. their location, services they provide (e.g. diggers, trucks etc), and their different rates for weekday, night, Saturday, Sunday and public holidays.Our people on site engage with this spreadsheet daily to see what contractor is best for the job, but it is incredibly complex, and difficult to navigate especially on a phone / tablet which is often used on site. We want to improve this by ingesting all of this information into a document that Synap can surface to the people on site. This means they will interact with the bot and say "I am in the Dunedin region and I need to hire a truck with driver, that offers a 6 wheel tripper on a Monday" - Give me the rates of people who provide this, and then provide me the cheapest contractor who provides this service"Our CSM has kindly suggested that the bot doesn't read well from tabulari

Hello,I have a question about the AI Assistant.Right now, we use our bot to send messages in it's own chat.I want to know if our bot is able to send messages that are directly replies to posts in other parts of Microsoft Teams, like groups, channels, or send anything to distribution lists.Can the AI Assistant reply directly to a message in those Teams places? Or can it only send new messages in its own channel?Thanks for your help!

We currently have a deep link for our web bot that opens directly in Slack when a user clicks on it. We’re looking to implement similar functionality for our web bot on the ServiceNow Support Portal.Use Case:When a user clicks the "Get Support" button on the ESC portal, we want the Bot to automatically pop up, providing a seamless support experience. 

I updated an KA and now VIC seems to no longer show the articles link instead have replaced them with (1), The top “ I need monitor replace” shows the link to complete Computer Accessories Request but the bottom for headset issue is missing the line to reach out to the IT support and the only way you can see this option is click on (1). This will cause an issue with our customer, how can restore the link in the article?   

Hi,We have one reported issue with switching to Afrikaans in Teams.When I say ‘switch to Afrikaans’ I get the following message:I'm sorry I don't have information on how to address this issue. Please use the form below to submit a ticket for assignment to our support teamWhen I ask the Moveworks bot in Teams to switch to Dutch it works fine.Your documentation below shows support for Afrikaanshttps://help.moveworks.com/docs/multilingual-support-mls#what-languages-are-supported-by-moveworksCan you provide guidance on this?