Contents of AI Guides

In this guide we will cover:

• Summary
• AI Guides

Summary#

Halo provides various AI features to help you integrate AI into your standard operating procedures. If you are looking at using AI in your Halo instance but you are not sure where to start, read the following overviews on the AI functionalities we offer. To learn more, follow the link to the dedicated guide for each functionality. 

AI Guides#

Connecting AI to Halo#

This guide will run you through the types of AI connection we have available (Halo, Azure, OpenAI), the pros and cons of each method and how to connect using each one. This is useful in understanding which functionalities are achievable with each connection method. 

Open AI Integration#

This guide will run you through how to connect AI to Halo using the OpenAI connection method. 

Amazon Bedrock Integration (v2.244+)#

This guide will run you through how to connect AI to Halo using the Amazon Bedrock connection method. 

Connect AI to Halo using Azure OpenAI#

This guide will run you through how to connect AI to Halo using the Azure OpenAI connection method. 

AI Insights#

This guide will show you how to use the AI Insights functionality. AI insights use AI to analyse a ticket to give further insights into the ticket, such as customer tonality, summarise the ticket conversation, create a search term and suggest a priority.

AI Suggestions (Tickets and Articles)#

Improve Search Using AI#

Vector Search Databases (for AI Search)#

This guide will outline what a vector search database is, when they are needed and what each vector search database connection option allows you to do. This is also useful if you are looking for information on the processes behind AI functionalities, such as indexing and embeddings. 

AI Article Creation#

This guide will show you how to create knowledge base articles automatically using AI.

AI Azure Translator#

This guide will show you how to translate notes from users or other agents using AI. 

AI Surveys#

This guide will show you how to use AI-Surveys in Halo. AI-Surveys analyse ticket data to estimate the satisfaction score and potential comments a user might give, based on the interaction between the user and the agent. This provides additional feedback data beyond what users typically submit. 

Boost Ticket Processing using AI#

This guide highlights various AI functionalities that can be used to automate ticket processing in Halo. This includes generating automatic responses to users, improving agent responses and thank you detection functionality. 

AI Article Summary and Article Duplication Detection#

This guide shows how to use AI to generate summaries for your knowledge base articles and detect duplicate articles.

AI Client Profiling#

This guide shows how to use and setup AI Client Profiling. AI Client profiling allows you to use AI to analyse a customer's recent ticket information to formulate a summary of their recent experience. This summary will then be uploaded to the customer's profile as a CRM note.

AI Auto Triage#

This guide shows how to use AI to automatically triage your tickets, without requiring historical ticket data or setting up AI Suggestions.  

Conversational Agents in the Chat Bot#

This shows how to setup and use Conversational Agents. Conversational Agents use AI technology to return information and carry out actions based on a user's input.

Chat Web Searching with Conversational Agents#

This guide shows how to use Conversational Agents to complete web searching in the chatbot. 

Automated Statement of Work Generation#

This guide shows how AI can be used to automatically generate a statement of work based on the products/services you are quoting your customers for. 

AI Project Task Creation - Basic Method#

This guide shows how to use AI to automatically generate project tasks based on the statement of work for the project. This covers the basic method for this functionality, this is simple to setup but requires your SoW being pre-set on your project template. 

AI Project Task Creation - Advanced Method#

This guide shows how to use AI to automatically generate project tasks based on the statement of work for the project. This covers the advanced method for this functionality, this has more involved setup but allows for a more custom process. 

Use AI to Analyse Business Performance#

This guide shows you how to use AI to analyse your business performance based on data in your Halo instance. 

Leveraging AI in Halo#

This guide provides an overview of all AI functionality in Halo. This outlines what each functionality does and how it can be utilised. 

OpenAI MCP Server Connection#

This guide outlines what the MCP Server connection is and how to enable it.

Ticket Volumes and Forecasting#

This guide outlines how to use AI to provide future forecasts based on previous Ticket Volumes, either with a built-in connection or enhanced with the Nixtla TimeGPT integration.

Nixtla TimeGPT Integration#

This guide outlines how to setup the Nixtla TimeGPT Integration. This integration uses AI to provide future forecasts based on previous Ticket Volumes.

Connecting Copilot Studio to Halo's MCP Server#

This guide outlines how to connect Co-Pilot Studio to Halo's MCP Server.

Connecting Claude to Halo's MCP Server#

This guide outlines how to connect Claude.ai to Halo's MCP Server.

Forethought AI Solve Integration#

This guide outlines how to setup the Forethought AI Solve Integration. This integration allows you to embed Forethought AI Solve widgets into your Halo self service portal. 

Halo AI – Security Implications#

This guide outlines the security implications of connecting an AI model to your Halo instance, including how your data is stored and managed.

Agentic AI#

This guide outlines how to use Agentic AI in Halo. It explains how AI Agents, Runbooks, and the MCP Server can work together so that an AI system can interpret intent, decide which tools to use, carry out actions, and adjust its behaviour based on outcomes.

AI Abilities#

This guide outlines how AI Abilities act as a custom set of instructions that can be sent to an AI to generate a response. This can be used to replace complex methods in Runbooks.    

Process Agents#

This guide outlines how Process Agents can act as a custom set of instructions that can be sent to an AI to generate a response and perform certain tasks.