Welcome to TSS AI Agent + Chatbot

Welcome to the Technical Support AI Agent & Chatbot by Solverox — an intelligent assistant designed to enhance the customer support experience for enterprise organizations providing technical products or services.

This application acts as a virtual support agent that helps resolve customer issues related to hardware, software, or integrated systems. It handles Level 1 and Level 2 support queries by understanding issues, analyzing documentation, and guiding users toward solutions — all within minutes.

What This Application Enables

• Faster Response Times: Provides answers from chatbot or Jira Work Items within minutes.
• Reduces Manual workload: Handles inquiries and customer questions swiftly.
• Root Cause Analysis: Identifies the underlying issues by reasoning through fragmented or complex support documentation.
• Integrated Knowledge Access: Uses your public documentation and selected Jira work items to provide relevant solutions.
• Smart Chatbot: Easily integrated into your website, reflecting your brand's design, and guiding users through structured dialogs.
• Information Collection: Collects critical information from users to help human agents resolve issues more efficiently.

How It Works at a High Level

1. Knowledge Ingestion: Automatically gathers product information from your documentation and Jira items (using your existing JQL filters).
2. Context-Aware Responses: Offers relevant answers by understanding the context of the problem.
3. Support Automation: Suggests next steps, summarizes findings, and can update or create Jira issues based on interactions.
4. Continuous Improvement: Learns from user interactions to improve quality and accuracy over time.

Flexible Configuration Options

• Document Control: Use domain and path restrictions (e.g., docs.solverox.com) to manage what content is included.
• Jira Filtering: Specify which Jira issues to ingest and which ones the AI should actively work on using your current JQL syntax.
• Privacy Options: Choose whether the AI writes public or internal comments only, allowing for full agent oversight.
• Chatbot Customization: Define the domains where the chatbot will be available and set its color to match your branding.

Example Configurations

Here are sample JQL queries you can use:

      // Ingest only closed technical support items from the past year:
      project = SUPPORT AND issuetype = "support" AND "Request Type" = "Technical support (SUPPORT)" AND status = "closed" and createdDate <= 365d
      
      // Work on currently open requests for a specific customer in a specific region:
      project = SUPPORT AND issuetype = "support" AND "Request Type" = "Technical support (SUPPORT)" AND Organizations = "BURAK TV" and status = "Waiting for support" and "customfield_geography[Dropdown]" = "USA"
          

Data Security

All ingested knowledge base content and Jira items are securely encrypted. No product information, customer data, or internal documentation is visible to Solverox. Only your company name and designated contact email are stored. For details, refer to the Encryption and Privacy section.

Get Started

Begin configuration through the About You and Knowledge Base Details pages. Then proceed to set up the ChatBot Interface and track performance via the Metrics page.

For feedback or questions, please visit https://docs.solverox.com/TSAIAgent/about.