Skip to main content
Assist Chatbot helps the employee directly through a conversation and tries to solve their problem. The employee explains what’s happening and gets help in the same conversation, without having to wait for the case to be classified. What happens during the conversation is recorded in the ticket. If the case needs a Service Desk engineer, whoever continues it starts from the work already done.

​
Direct help, without waiting for triage

Assist Chatbot can try to help and solve a connected employee’s problem regardless of triage and the ticket category. Its help doesn’t depend on the ticket already being classified or on the categories you have enabled in Solve. This autonomy stays within the applicable action limits and permissions, and the Chatbot remains part of Flexxible Solve’s orchestration.

​
What’s recorded in the ticket

The Chatbot creates and enriches the ticket with:
  • The conversation with the employee.
  • The diagnosis.
  • The evidence.
  • The remediation attempted, performed, or proposed.
This way, the ticket documents how the case was handled: what was checked, what was attempted, and the state of each action. Whoever continues the case has that information, which avoids asking the employee to repeat from the beginning what they’ve already explained.

​
What to expect from the conversation

Not all issues can be resolved during the conversation. When reviewing what the Chatbot has done, distinguish between a proposed, an attempted, and a performed remediation: a proposed remediation hasn’t been carried out yet, and a performed remediation doesn’t always mean the issue is resolved. See Interventions and results.

​
How the case continues

  • If the problem is resolved, the ticket records the conversation and the remediation performed.
  • If the problem persists, Solve coordinates the next step based on the ticket category and the configured policies, and routes the case to Service Desk engineers when it needs their judgment.
Engineers can rely on Assist Teammate during remote assistance.

​
Assist Chatbot and the other entry points

Assist Chatbot is one of Solve’s three entry points, along with the ITSM integration and the MCP server. You can use it on its own or combined with the other entry points. See Ticket entry and ITSM integration.

​
Next steps