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ALVAO Service Desk Intelligence

This module extends ALVAO Service Desk with a set of useful AI features:

  • Searching through images that are part of or attached to ticket log records (e.g., screenshots capturing error messages, etc.). This feature is available in the Ticket logs search mode in the top search box.

  • Semantic search enhances searching by enabling searches using synonyms. This feature is available in the upper search bar, in the search box on the Home page, and in the ALVAO for Teams application.

  • Improved search on the Home page and in the ALVAO for Teams app, where only keywords extracted from a user-supplied query are searched in Alvao.

  • ALVAO for Teams - the ALVAO bot analyzes the user's intent from the text entered and acts on it.

Technical requirements​

Configuration​

For ALVAO SaaS editions containing this module, no configuration is necessary on your side. The module is configured and ready to use with limited but usually sufficient amount of AI capacity. If the AI capacity included in your ALVAO SaaS subscription proves insufficient, you can use your own Azure AI Vision, and Azure OpenAI (Conversational Language Understanding for ALVAO version 26.1) services. In this case, follow the same procedure as for on-prem deployment.

For on-prem Alvao deployments, create instances of the Azure AI Vision (Computer vision), and Azure Open AI (or Conversational Language Understanding for ALVAO version 26.1) services in your Azure subscription and reference them in Administration - Settings - Web services.

For instructions on configuring semantic search, see Semantic vector store. To enable the feature, go to Administration - Settings - WebApp - Search and enable Use semantic search.