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What is the Help Chatbot?

Updated

The Help Chatbot is an AI tool that provides support for our products in the system and the Help Portal around the clock. If the feature is activated, a speech bubble icon will appear at the bottom right of the system. 

Configuration

The feature can be activated or deactivated in the tab Basic Settings under Options. 
See: How do I activate the Help Chatbot?

System behavior

  • Technological Provision
    The feature is provided by our optional subcontractor Zendesk.
  • Default State
    In the system, the feature is enabled by default but can be disabled at any time.
    In the help portal, the help chatbot is always available and cannot be disabled.
    See: How do I activate or deactivate the Help Chatbot?
  • Permission/Visibility
    The help chatbot in the system is only visible to users who have the "Access help portal" permission. For these users, the speech bubble icon is displayed in the bottom right corner.
  • Knowledge Base
    The knowledge base for the Help Chatbot consists exclusively of articles in the Help Portal. The Help Chatbot cannot access your system configurations or any data in your system. It only reflects content from the Help Portal. 
  • Accessibility
    The Help Chatbot can be accessed in the system via the speech bubble at the bottom right—provided you have the “Access Help Portal” permission.
    In the Help Portal, the chatbot is also available at the bottom right and is visible to all users.
  • Display
    If you display d.vinci in a window where our menu is listed at the bottom of the screen, the help chatbot will not be displayed as it would overlap our buttons. This means that in the view on mobile devices, it is not available at all. When using a desktop PC, the help chatbot may also not be visible when working with split screens or in small windows. You can access it at any time by clicking on the question mark in the top right corner of your d.vinci and then selecting the help portal. In the help portal, it is always available at the bottom right. 
  • Functionality
    You can ask the Help Chatbot questions about our software. The Help Chatbot will then attempt to identify relevant articles in the Help Portal and provide you with a short answer, which may accumulate content from multiple articles and summarize them concisely. Additionally, the articles that served as the source of the answer will be linked, allowing you to delve deeper into the topic if desired. 
    If you do not receive an answer to your question, you can provide feedback, and a ticket for our support team will be created. The previous chat history will be attached to the ticket.
  • Usage Recommendation
    We recommend opening a new chat for each question, as our Customer Service team may create a ticket with the chat history if needed. This ensures that our staff can immediately understand the topic. 

How our customers use this

The Help Chatbot is used by a variety of users in diverse ways, for example, to obtain a definition or information about a feature or to find instructions for setting up a feature directly from the system. 

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