Video summary

SimpleOne ITSM 2.0.0: ИИ гид-помощник на сервисном портале

Main summary

Key takeaways

Technology

Summary of subtitles (SimpleOne ITSM 2.0.0 AI assistant)

  • New self-service portal capability in Simple OneUAN ITSM 2.0.0: an AI-based assistant (“ИИ гид-помощник”) embedded in the service portal to improve user experience.
  • Traditional self-service portals already include elements like:
    • Service catalog
    • Typical requests
    • Knowledge base articles
    • Announcements
    • Known errors
  • However, users often still can’t find the right option because they don’t understand the catalog structure or terminology (e.g., case type, incident, typical request models).

Design approach

The assistant is designed to work on top of existing system data/configurations—it does not require restructuring existing processes or replacing the portal itself. It leverages:

  • Service catalog
  • Typical request/query models
  • Announcements
  • Knowledge base
  • Known issues/errors

How it works

  • Users type a free-form natural language query (not constrained to fixed script wording).
  • The assistant:
    • interprets intent (e.g., access request vs. failure/incident vs. general question),
    • searches relevant corporate sources,
    • and pre-fills a service/incident form with needed fields.

Key distinction: it is not a scripted chatbot (unlike bots that only work for predefined dialogue branches).

Demonstrated workflows / examples

  1. Access request via service catalog search

    • The user describes the task arbitrarily (e.g., “I need access…”).
    • The assistant determines it’s a service request (not a failure).
    • It finds a matching typical request model and shows results as a list.
    • After the user chooses, it collects required fields (e.g., urgency, links to portal elements).
    • The assistant pre-fills the request form, including data derived from the user-provided link/path.
    • The user can review/edit and save; chat history can be revisited and renamed for easier future retrieval.

  2. Known problem: avoid creating new incidents

    • If the issue matches a known error with a workaround, the assistant displays the workaround directly in chat.
    • This helps users get help faster and reduces duplicate incident creation for the service provider.

  3. Planned maintenance / published announcement

    • If there’s an advance announcement for a service disruption (e.g., email temporarily unavailable), the assistant shows the relevant notice in chat.
    • Users don’t need to submit an incident when the issue is already being handled.

  4. Knowledge base question answering

    • For user questions, the assistant finds the right knowledge base article and generates a short answer directly in chat.
    • The user can then open the detailed article if needed.
    • This reduces load on support teams by avoiding unnecessary consultation requests.

  5. Service interruption: incident creation assistance

    • If the assistant classifies the request as an incident, it prepares an incident form.
    • It immediately collects required fields such as urgency and additional details.
    • The form opens with pre-filled fields and includes a link to submit.

Overall goal / positioning

  • The assistant strengthens the portal experience by guiding users to the right catalog/KB/announcements/known issues.
  • It does not replace the portal or disrupt existing processes; users still can proceed through standard forms if they want.

Main speakers / sources

  • The subtitles do not explicitly name a specific speaker or provide a credited source.
  • The speaker is referred to generally as “we” (likely a product/demo presenter for SimpleOne ITSM 2.0.0).

Original video