Overview
Learn how to use the AI-powered chatbot in the UO Service Portal to quickly find answers, resolve issues, and submit requests in natural language. You can also learn how to get connected with a human quickly through the chatbot.
Table of Contents
Please Note: Currently, the chatbot has access only to the most popular articles within the knowledge base, not the entire KB.
Note: Please keep in mind that some results are AI-generated and may not always be accurate.
Starting the Chatbot
Start on any page of the UO Service Portal (this website). You can open the chatbot in two ways:
- Use a key combination:
- Windows: Control + B
- Mac: Control + B
- Locate and select the chatbot icon in the lower right corner of the page:
Signing in
- We recommend signing in with your Duck ID username and password when the chatbot prompts you to. That will improve your search results by ensuring the chatbot can access the same information as you, including secured pages.
- Alternatively, you can choose Cancel Authentication.
Ask a Question or Choose an Option
The main menu will then appear. You can ask a question, such as how do I reset my password?, or choose one of the menu options.
Search Knowledge Base Articles
You can search for information by typing your question in natural language- for example, how do I connect to VPN?
Note: The Knowledge Base is under review. If a Knowledge Base search does not provide a meaningful reply, you will be presented with an option to search for services, and the resulting service list will be generated based on your search query.
Menu Items (optional)
- Check For Outages. Links to the IT Service Status website.
- Login/Password Help. Links to info about common account problems.
- Connect to UO Secure. Links to info about connecting to the UO Secure network.
- Submit a Ticket. Describe what you need help with—for example, my account is locked out. The chatbot will provide suggestions for where to submit a ticket.
- Chat with a Technician. Let's you open a chat with the Technology Service Desk during their open hours. (For hours, type TSD Hours into the chatbot or visit Technology Service Desk.)
Chat with a Person
If you'd like to chat with a person instead, you can choose Chat with a Technician from the Menu options, or just say "human" or "person" at any point in the chat conversation. You will be connected with a Technology Service Desk team member during their open hours. If you ask for a human outside of those hours, you will be prompted to create a ticket for follow-up when they are next available.
You'll know you're chatting with a person when the icon next to the chat bubbles changes from a "robot-like speech bubble" icon (left in the image below) to a "person wearing a headset" icon (right in the image below).
Ending the Conversation
You can stop a conversation in three ways:
- Type stop, exit or a similar word.
- Select the three-dot icon in the chatbot's top navigation bar, then choose End Conversation.
- Use a key combination:
- Windows: Control + Alt + E
- Mac: Command + Option + E
Downloading the Transcript
You can download a transcript in two ways:
- Select the three-dot icon in the chatbot's top navigation bar, then choose Download Transcript.
- Use a key combination:
- Windows: Control + Alt + T
- Mac: Command + Option + T
Provide Feedback
When you end a conversation, you will be asked:
- If your issue was resolved. If not, you'll get the option to submit a general help ticket.
- To rate the conversation on a scale from 1 (lowest) to 5 (highest).
- To provide a comment (optional).
Your ratings and comments will help UO staff improve the chatbot!
Report a Problem