Introducing Sunny, Your New Service Desk Virtual Assistant
We're excited to introduce "Sunny," our brand-new Service Desk Virtual Agent. Sunny is here to transform the way you access support services, making it easier and more convenient than ever before.
By Brett Pollak
At UC San Diego, we understand the importance of enhancing the support experience for our users. That's why we're excited to introduce "Sunny," our brand-new Service Desk Virtual Agent. Sunny is here to transform the way you access support services, making it easier and more convenient than ever before.
What is Sunny?
Sunny combines pre-defined "topics" with Natural Language Understanding (NLU) to empower users to resolve common issues independently. No more waiting on hold or sifting through extensive knowledge bases; Sunny is here to provide quick and accurate assistance whenever you need it.
How Does Sunny Work?
Sunny seamlessly integrates data from our ServiceNow platform and Knowledge Base, ensuring that you receive the most up-to-date and accurate information. Whether you're dealing with account management, Duo token orders, Zoom licensing, or hardware issues, Sunny has you covered. Here's a sneak peek at some of Sunny's key features:
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Account Management: Sunny can assist you with Duo first-time setups and course account password resets, ensuring a smooth login experience.
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Duo Token Orders: Need a new Duo token? Sunny will guide you through the ordering process step by step.
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Zoom Licensing: Get information on Zoom large meeting/webinar licensing and receive guidance on upgrading to Zoom Pro.
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Hardware Issues: If you're facing hardware incidents, Sunny can help you report them efficiently by walking you through the case submission process.
Sunny's capabilities will continue to expand as we add more topics to its repertoire, ensuring that it remains a valuable resource for our UC San Diego community.
How Did We Choose Sunny's Topics?
We took a strategic approach by analyzing our ServiceDesk Case Escalation and Service Offerings Reports in ServiceNow. Each topic underwent real-world testing before Sunny's official launch, which coincided with the student move-in period. Our commitment to continuous improvement means that we'll use user feedback and usage data to refine Sunny's topics and identify new ones that will be genuinely effective.
Your Input Matters
Your input is invaluable to us. We're dedicated to enhancing both Sunny's topic library and the overall user experience. That's why we encourage you to share your suggestions through our Qualtrics survey. Your feedback will play a vital role in shaping the future of Sunny and ensuring it meets your needs effectively.
What's Next?
Our vision is to extend the reach of the Virtual Agent service to other units that utilize ServiceNow. To achieve this, we're actively seeking approval for additional licensing and funding, ensuring that Sunny becomes an integral part of support services across UC San Diego.
Sunny is here to make your support experience smoother, faster, and more efficient. We hope you'll embrace this innovative tool and take advantage of its capabilities. Welcome to the future of support services—welcome to "Sunny"!