Table of Contents

DeskDirector with Generative AI

Andy Chen Updated by Andy Chen

Introduction

DeskDirector now harnesses the power of generative artificial intelligence to enhance your ticketing system and support operations. This guide provides an overview on how to use these AI-powered features to improve efficiency and streamline your workflow.

AI Service Providers

Before using any AI features, you'll need to set up your preferred AI service providers.

  1. Navigate to the AI Services settings page in your Admin portal or within the DD Teams app
  2. Click on "Manage your AI service providers"
  3. Follow the instructions to configure your preferred AI service

Note: Setting up appropriate AI providers is essential for all AI-powered features described below.

Setting up AI Service Providers

Available AI Features

Ticket Summary

Automatically generate concise summaries of your support tickets in the Tech portal.

Learn more about Ticket Summary

AI Assistants

DeskDirector offers two types of AI assistants to enhance your support operations:

  • Support Agent Assistants: Create intelligent assistants specifically designed to help your support agents work more efficiently.
  • Client Self-Service Assistants: Empower your clients with AI-powered self-service capabilities in the client portal.
  • Custom Tools (Plugins) for AI Assistants
    Go beyond information retrieval and empower your AI Assistants to take action. With Custom Tools (Plugins), you can connect your assistants to external APIs, enabling them to interact with other systems and perform tasks directly from the chat interface.
    Key Features:
    • Connect to Any API: Use an OpenAPI 3.0 specification or build operations from scratch to connect to your internal services or third-party applications.
    • Automate Actions: Allow the AI Assistant to perform tasks like looking up order information in a CRM, creating users in another platform, or checking the status of an external service.
    • Secure and Controlled: You have complete control over which actions the assistant can perform, with authentication support for security.
    Learn more about Custom Tools
    • Knowledge Bases for AI Assistants
    Knowledge bases serve as the foundation for AI-powered assistance in DeskDirector, providing your AI Assistants with critical reference information.
    Key Features:
    • Vector Search Technology: DeskDirector implements advanced vector search for knowledge base document retrieval, enabling precise and context-aware results beyond simple keyword matching.
    • Retrieval-Augmented Generation (RAG): When your AI Assistants respond to queries, they use the RAG pattern to first search your knowledge base for relevant information, then generate accurate responses based on that knowledge.
    Learn more about Knowledge Bases

Teams Integration Features

The following features are available when using DeskDirector within Microsoft Teams:

  • Ticket Title Suggestion: When creating tickets from Teams messages, DeskDirector can automatically suggest appropriate ticket titles based on the message content.
  • Request Type Suggestion: AI analyzes Teams message content and suggests the most relevant request type when creating new tickets.
  • Smart Alerts: Configure the system to evaluate ticket updates using AI and trigger notifications based on your custom instructions. Learn more about Smart Alerts

Getting Help

If you need assistance with any of these AI features, please refer to our detailed help articles linked throughout this guide or contact DeskDirector support.

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Setting up AI Service Providers

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