AI Functionalities Available When Using Own Connection vs Default Connection
- ai
- Azure OpenAI
- default AI connection
- AI connections
- AI functionalities
For more information on any AI functionalities listed below, please see the following article that lists all major AI features and their guides: Contents of AI Guides
* = When executed using Process Agents & AI Abilities.
| Functionality | Default Halo Connection | Own Connection |
| Indexing (& control of indexing via ticket rules) | ✓ | ✓ |
| Built-in Insights (& customisation within the AI configuration module) | ✓ | ✓ |
| Full customisation of AI Insights (via runbooks) | ✓ * | ✓ |
| Ticket matching (Halo Vector Store v1 vector search database) | ✓ | ✓ |
| Ticket Matching (Azure AI Search vector search database) | ❌ | ✓ |
| Ticket Matching (AWS OpenSearch vector search database) (To use Halo's instance of AWS OpenSearch please request credentials from Halo Support) | ✓ | ✓ |
| Linking of AI Matched Tickets | ✓ | ✓ |
| AI Suggestions (Built-in) | ✓ | ✓ |
| AI Suggested Resolution | ✓ * | ✓ |
| Customised AI Suggestions (via runbooks) | ✓ * | ✓ |
| AI Query Builder | ✓ | ✓ |
| Thank you Detection | ✓ | ✓ |
| AI Surveys | ✓ | ✓ |
| AI Report Analysis | ✓ | ✓ |
| AI Action Operations (Generate user response & improve agent note) | ✓ | ✓ |
| Project task creation from SoW custom field set in AI configuration module (basic method) | ✓ | ✓ |
| Project task creation runbook (advanced method) | ✓ * | ✓ |
| Conversation Agent (Out of the box) | ✓ | ✓ |
| Customised Conversation agents | ✓ | ✓ |
| Sentiment Analysis | ✓ * | ✓ |
| Customer Profiling | ✓ | ✓ |
| Knowledge Base Article Creation | ✓ * | ✓ |
| Knowledge Search (To use Halo's instance of AWS OpenSearch please request credentials from Halo Support) | ✓ | ✓ |
| MCP Server | ✓ * | ✓ |
| AI Auto Triage | ✓ * | ✓ |
| AI Azure Translator | ❌ | ✓ |
This matrix applies to deployed production instances of Halo.
Note: For the Ticket matching functionality or Knowledge Search, you will need your own database connection in Azure if you opt for the Azure AI Search. This connection is separate to the AI connection. As this connection is separate, you are able to use your own Azure AI search service whilst using the default Halo connection for all other AI functionality. If you would like to use Halo's AWS OpenSearch service, then please request credentials for the database connection from Halo support.