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New ITS Chatbot and Guest Login Functionality Enhance 24/7 IT Support for Campus

The first of many campus user experience enhancements in the months to come.

Users needing IT self-help may notice two new features: a chatbot icon on the ITS website and service portal and the option to submit a support ticket as a “guest” rather than logging in with a NetID. Read on to learn more about these features! 

The ITS chatbot is ready to learn about UCR and help users  

The new ITS chatbot, powered by Aisera, can be accessed from both the ITS website and the IT service portal by clicking the icon located in the bottom right-hand corner of the page. The chatbot uses information from the ITS Knowledge Base to answer questions and guide users to IT resources. The chatbot is powered by artificial intelligence (AI), which means that the more users interact with the chatbot, the more the chatbot will adapt to deliver greater customer service.  

Currently, the ITS chatbot can only answer frequently asked IT questions. That’s because the ITS chatbot is still learning. ITS is working to expand that chatbot’s knowledge access and functionality. If the ITS chatbot doesn't know the answer, it will help the user submit a support ticket so the question does not go unanswered. 

Users are now able to submit support tickets as “guests”  

When submitting a support ticket in the IT service portal, users will now be prompted to either log in with their UCR NetID or continue as a guest. For example, if you forget your password or have difficulty logging in with your NetID, you can now submit a support ticket without having to log in. When submitting a support ticket as a guest, you will be prompted to enter your contact information. Information about your ticket will then be emailed to the email address provided. This new functionality allows users to request support from ITS BearHelp whenever the problem arises, rather than having to call the ITS phone number during normal business hours. 

These new features will be deployed over the weekend of September 10 through 11, 2022. If you have any feedback regarding the ITS chatbot, please fill out the survey when prompted within the chatbot. We’d love to hear your feedback on how to improve the experience! If you are still having issues submitting a support ticket, please go to ithelp.ucr.edu or call 951-827-4848.