News

Introducing the Service Central virtual chat agent

A new virtual chat agent has been launched providing 24/7 support to staff. Explore and access support for a small selection of topics, with more to be introduced in coming months.

The new virtual chat agent is an advanced artificial intelligence-powered system designed to interact with staff via text-based conversations. It’s just like chatting with a real person.

This technology combines natural language processing, machine learning and intelligent algorithms to understand your queries and provide accurate and helpful responses.

This virtual chat service operates alongside the existing Service Central team so you will still be able to speak with our live Service Central agents Monday - Friday, 9am-5pm via live chat and phone service.

Why has virtual chat agent been introduced?

Virtual chat agent is an additional channel to provide speedy responses to questions and faster connections to the right service form or knowledge article.

If the virtual agent can’t assist you, you will be connected to a live agent from the Service Central team.

What topics can the virtual chat agent help with?

In this initial rollout, the virtual chat agent will be able to assist with the following queries, with more topics to be offered in the future:

• Staff cards: obtain a new or replacement card, troubleshoot issues or manage access.

• IT troubleshooting: help to efficiently progress common IT issues.
  
  
• Printing access: receive step-by-step instructions on accessing and using printing services, provide troubleshooting tips and all the information you need to make the most of ACU printing resources.
  
  
• Properties and Facilities maintenance requests: help pointing you towards the right form for many repair or maintenance requests including air conditioning, plumbing, kitchen services or general repairs.
  
  
• Status of a current ticket: save time searching for progress with your ticket, receiving and passing on any attachments, screen shots or additional comments that you wanted to provide.
  
  
• Logging tickets after hours: log a ticket out of business hours that will be reviewed the following business day.

How do I access the Virtual Chat Agent?

To access the virtual chat agent, simply click on the ‘chat’ icon on the Service Central homepage. A chat window will open, and the virtual chat agent will assist you. If the virtual chat agent is unable to help, a Service Central agent will be available to assist during office hours.

We welcome feedback on your experience using the virtual chat agent via email, via the portal feedback option, or by clicking the feedback link in your resolution email.