ZBrain
Log in
Book a demo
Agents IT Self-Service Portal Agent

IT Self-Service Portal Agent

Automates the management and optimization of self-service IT portals, ensuring that users can resolve common issues without needing direct IT support intervention.

About the Agent

The IT Self-Service Portal Agent automates the optimization and management of self-service IT portals, enabling users to resolve common technical issues without needing direct IT support. Powered by GenAI, the agent continuously updates portal content based on ticket trends and frequent user queries, ensuring that troubleshooting information stays relevant and up-to-date. It also tracks user feedback and usage patterns to further enhance the portal's effectiveness and usability. By automating the self-service portal management, this agent reduces the volume of support tickets, allowing IT staff to focus on more complex tasks. This lightens the help desk workload, improves user satisfaction, and speeds up issue resolution.

The agent integrates seamlessly with existing IT support systems, ensuring full compatibility with current workflows and tools. This integration enables real-time updates and efficient synchronization of knowledge base content, maintaining a consistent and intuitive user experience. Moreover, the agent features a robust human feedback loop, allowing users to share insights on portal content, usability, and troubleshooting effectiveness. This feedback mechanism drives continuous refinement of the portal, ensuring it evolves with organizational needs and consistently delivers accurate, relevant, and user-focused solutions.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for IT Self-Service Portal Agent:

TimestampArticle IDArticle TitleDepartmentViewsPositive Feedback (%)Negative Feedback (%)Resolved with Article (%)
2024-09-01 10:00:00ART-001How to Reset Your PasswordHR150851570
2024-09-01 10:15:00ART-002VPN Connection TroubleshootingSales200782265
2024-09-01 10:30:00ART-003How to Request New HardwareIT50901080
2024-09-01 10:45:00ART-004Email Not Syncing to MobileMarketing175604050
2024-09-01 11:00:00ART-005Fixing Printer Connectivity IssuesOperations300752568
2024-09-01 11:15:00ART-006Software Installation GuideFinance125821872
2024-09-01 11:30:00ART-007How to Access Company Wi-FiAll35095590
2024-09-01 11:45:00ART-008Troubleshooting Video CallsSupport275683255
2024-09-01 12:00:00ART-009Outlook Configuration IssuesLegal200703060
Ticket IDSubmission DateDepartmentIssue TypeFrequencyIssue Resolution Time (hrs)Most Accessed Portal Article
TKT-10012024-09-01HRPassword Reset452.0How to Reset Your Password
TKT-10022024-09-02SalesVPN Issues604.0VPN Connection Troubleshooting
TKT-10032024-09-03ITHardware Request205.0How to Request New Hardware
TKT-10042024-09-04MarketingEmail Syncing Problems303.0Email Not Syncing to Mobile
TKT-10052024-09-05OperationsPrinter Issues751.5Fixing Printer Connectivity Issues
TKT-10062024-09-06FinanceSoftware Installation406.0Software Installation Guide
TKT-10072024-09-07All DepartmentsWi-Fi Access Issues1001.0How to Access Company Wi-Fi
TKT-10082024-09-08SupportVideo Call Problems553.5Troubleshooting Video Calls
TKT-10092024-09-09LegalOutlook Configuration354.0Outlook Configuration Issues
User Feedback on IT Self-Service Portal


Summary of Feedback (August 2024)


    

  • Total Feedback Entries: 325
    • 

  • Positive Feedback: 240 (74%)
    • 

  • Negative Feedback: 85 (26%)
    • 





Common Positive Feedback:


    

  1. 

    Quick Resolution of Common Issues:
    

      

    • "The article on resetting passwords is very clear and helped me fix my issue in minutes."
      • 

    • "The VPN troubleshooting guide was spot on and saved me a lot of time."
      • 

    

    2. 

  2. 

    Comprehensive Coverage:
    

      

    • "The portal covers almost every issue I encounter. Great job!"
      • 

    

    3. 





Common Negative Feedback:


    

  1. 

    Email Syncing Issues:
    

      

    • "The article on email syncing with mobile devices didn’t resolve my issue."
      • 

    • "It was frustrating not to find more specific troubleshooting steps for email sync problems."
      • 

    

    2. 

  2. 

    Lack of Hardware Request Process Clarity:
    

      

    • "The process for requesting new hardware isn’t well documented. I had to contact IT directly."
      • 

    • "It would be helpful to include steps for hardware procurement and approval."
      • 

    

    3. 





Suggestions for Improvement:


    

  • "Include more detailed steps on email and mobile device syncing issues."
    • 

  • "Could we get more information on troubleshooting video call connectivity? The current guide is a bit basic."
    • 

  • "A dedicated section for common hardware issues would be helpful."
    •

Deliverable Example

Sample output delivered by the IT Self-Service Portal Agent:

IT Self-Service Portal Content Update Report


Report Date: 2024-09-10


Overview:


Based on the analysis of ticket trends, user feedback, and portal article performance from the past month, the following updates are recommended to improve the self-service portal's effectiveness. These updates will reduce ticket submissions and improve user satisfaction.




Article Update Recommendations


1. "How to Reset Your Password" (Article ID: ART-001)


    

  • Status: Performing Well
    • 

  • Recommendation: No immediate changes required.
    • 

  • Rationale: This article has a high positive feedback rating (85%) and resolves 70% of issues without IT intervention.
    • 



2. "VPN Connection Troubleshooting" (Article ID: ART-002)


    

  • Status: Performing Well but Requires Updates
    • 

  • Recommendation: Add advanced troubleshooting steps for users facing intermittent VPN issues.
    • 

  • Rationale: While the article resolves 65% of cases, the remaining 35% may benefit from additional guidance, particularly for advanced users. Feedback suggests users find the basic steps helpful but need more information for edge cases.
    • 



3. "Email Not Syncing to Mobile" (Article ID: ART-004)


    

  • Status: Requires Immediate Updates
    • 

  • Recommendation: Revise the article to include detailed steps for email sync issues across various mobile platforms (iOS, Android).
    • 

  • Rationale: User feedback shows a 40% negative response rate, with multiple comments indicating that the current guide lacks specific troubleshooting details for mobile devices.
    • 



4. "How to Request New Hardware" (Article ID: ART-003)


    

  • Status: Requires Content Expansion
    • 

  • Recommendation: Expand the article to include detailed steps on the hardware request and approval process, including contact points within the IT department.
    • 

  • Rationale: User feedback highlighted confusion around the hardware request process. Adding a step-by-step guide will reduce the need for IT intervention.
    • 



5. "Troubleshooting Video Calls" (Article ID: ART-008)


    

  • Status: Underperforming
    • 

  • Recommendation: Expand this guide to cover common video call issues across multiple platforms (Zoom, Teams, Google Meet).
    • 

  • Rationale: With a 32% negative feedback rate, the current guide lacks sufficient detail on platform-specific issues. Adding more detailed troubleshooting steps will likely improve resolution rates.
    • 





New Article Suggestions


1. "How to Manage Multi-Factor Authentication (MFA)"


    

  • Rationale: Multiple users have submitted tickets about MFA-related issues. A comprehensive guide on configuring and troubleshooting MFA would help resolve these issues quickly.
    • 



2. "Hardware Procurement and Approval Process"


    

  • Rationale: Based on feedback, users find the hardware request process unclear. A dedicated article would help reduce confusion and streamline the request process.
    • 





Next Steps:


    

  • The content team will work with IT subject matter experts to update these articles and create new content as suggested.
    • 

  • We will monitor the performance of these updates over the next 30 days and reassess user feedback and ticket submissions.
    • 





Prepared by: IT Self-Service Portal Agent (v4.2)

Related Agents

Code Documentation Generator Agent

Automatically generates detailed code documentation from the source code, ensuring that developers have access to accurate and up-to-date documentation.

Network Downtime Alert Agent

Monitors network performance and automatically sends alerts when downtime or performance degradation is detected.

Ticket Escalation Recommendation Agent

Analyzes ticket severity and urgency, automatically recommending escalation paths to ensure that high-priority issues are handled by the appropriate teams.

IT Self-Service Portal Agent

Automates the management and optimization of self-service IT portals, ensuring that users can resolve common issues without needing direct IT support intervention.

Server Performance Alert Agent

Monitors server performance in real time, generating alerts when server resources are strained or performance degrades.

Incident Documentation Generator Agent

Automates the generation of detailed incident reports, ensuring accurate documentation of IT issues, resolutions, and impact for audits and future reference.