The Help Hub answer bot exists to resolve your queries in an instant. It gives you quick answers to your questions from our knowledge base articles. With it, you can skip filling out a support request and waiting for help.
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Benefits of the answer bot
The answer bot helps you by:
- Providing instant answers – get immediate responses to your queries without waiting for a Government Technology Platforms team member.
- Improving workflow efficiency – spend less effort and time finding the information you need.
- Enhancing support experience – access our knowledge base through a quick and convenient way.
How the answer bot works
Answer bot uses answers made by our support teams and Generative AI (Artificial Intelligence). It uses them to generate responses.
Support team created responses
First, when you enter a query, the answer bot checks if it matches any pre-written answers. Our support teams made these answers.
If the query matches any pre-written answers, it will guide you through them. It will do this until it can get to the bottom of your query.
Generative AI responses
If there is no pre-written answer for your question, the generative AI will attempt to assist. It will try to understand your question and provide a suitable response.
Pre-written responses guide you through steps to get the desired outcome. In contrast, the AI creates short summaries from existing articles. It also gives links to the full articles for more information. The AI will suggest rephrasing your question or recommend related articles if it doesn't understand your query.
You can find examples of pre-written answers and generative AI responses on How to use the answer bot.
How responses are created
Our team frequently reviews common customer queries. Based on this information, our team build detailed responses for the answer bot.
We aim to keep adding pre-set answers for common queries. This is especially true for topics where pre-written guided responses are better than a summarized AI-generated one.
With so many topics and articles in Help Hub, it's hard to create preset answers for everything. This is where the AI assists. It handles queries when preset answers don't match what is entered.
The generative AI provides accurate and timely information by summarizing data from Help Hub knowledge base articles. It works by:
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Understanding your query
When you ask a question, the AI uses natural language processing (NLP). NLP focuses on the interaction between computers and humans. It aims to understand the context and intent of your query. This involves breaking down your question into key parts, such as important words and phrases, to understand exactly what you're asking.
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Searching for relevant information
Once the query is understood, the AI scans our knowledge base to find relevant information. This involves finding matching articles. Then, listing the relevant article in the response.
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Getting key information
Once the AI finds the right articles, it extracts the important parts to create a clear answer. This includes summarizing the main points of the articles.
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Creating the Response
The AI uses the gathered information to write clear, helpful answers. It does this by writing simple sentences and organizing the response well.
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Providing Additional Resources
The AI also includes a link to the full article in the summary. This lets you access the original source for more detail.
How to use the answer bot
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Locate the answer bot icon
Find the chat window icon labeled Answer Bot on the bottom right at any time. Click the message icon.
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Start your query
The chat window will open and show a list of common queries. You can either select one from the list or type a question in the chat box. For example, you might type "I'm unable to log into my account."
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Receive automated responses
Depending on your query, the answer bot will provide one of two types of responses. Either pre-written answers by our support teams or generative AI responses.
Pre-written answers
For common queries, you’ll receive a response created by our support teams. These steps will guide you through various responses to help you resolve your query.
Generative AI responses
For other queries, the answer bot will use generative AI to summarize information from relevant Help Hub articles, including providing the link to the full article. These responses are shown with 'Generated by AI'.
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Resolve your query or ask for more help
The answer bot will ask you whether the information it provides is helpful at key points in the chat. You can respond by selecting Yes or No.
If you select Yes, the answer bot will acknowledge your response and thank you for your time. If you have other questions, you can type them in the chat.
If you select No, the answer bot will provide alternate steps for you to try.
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Provide additional information
If the alternate steps are still not helpful, it will request more details from you. Provide your email address and a description of your query in the text boxes that appear.
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Generate a support ticket
The answer bot will generate a ticket for you. From here, our support teams will pick up your ticket and respond to you. You’ll also receive an email with a ticket number in your inbox. You can reply to the email if you want to contact the agent handling your response, or if you have more information to provide.
Privacy and security
When using the answer bot, protecting your personal information is our top priority.
Generative AI
When you interact with the generative AI in the answer bot, it doesn't collect, use, or store personal data.
The process is secure and private. It focuses only on understanding your questions and providing answers.
Support team created responses
The answer bot will only ask for your email and query details if none of its responses solve your query. AI is not involved in this process. This works the same way we collect your details when submitting your request on our forms. This happens in a safe and secure way.
Answer bot then creates a ticket for your query containing your details. The ticket is secure in our ticketing support system. There are standards in place to ensure your details are secure and protected. Our support teams will handle your ticket the same as any support request we receive. You will receive correspondence from our team using the details you gave the answer bot. These are the only ways the information you gave answer bot will be used.
Need any more help?
If you have any questions, or require assistance with anything mentioned in this article, submit a request via the webform.