Body
Overview
Conversational AI Chatbot is a TeamDynamix product that offers a simple and efficient way to provide IT information to users across the university. This AI chatbot, nicknamed “Simon Says”, extends support to users beyond regular Service Desk operating hours. As a result, users will have the ability to find answers to their IT questions whenever they need help.
This implementation aligns with the university’s Virtual Assistant Strategy and AI Strategy.
What’s Changing?
On the ServiceHub home page/client portal, you’ll find a red chatbot icon [...]> at the bottom right-hand corner of the screen. This is an optional feature and that you are welcome to use at any time. The chatbot uses generative AI to process your question and retrieve a response based on the information stored in the IT Knowledge Base. Users can still access the IT Knowledge Base or submit a ticket on ServiceHub for personalized help.
Who is affected?
Simon Says can be used by anyone who is on the ServiceHub home page/client portal. This is a supplemental feature that faculty, staff and students can use to find answers to common questions quickly, in an interactive way.
Next Steps
The chatbot is available 24/7 to assist users. It is designed for those who are looking to get answers without needing to navigate through a number of articles or contact IT Services directly.
Frequently Asked Questions (FAQs)
When is the chatbot launching?
The chatbot will be available on the ServiceHub homepage/client portal in early Oct 2025.
Do I Need to login with my computing ID to use the chatbot?
No, you can click “Cancel Authentication” and use the bot without signing in. Note that when you are signed in, you will be able to view more information from the Knowledge Base that is only accessible to SFU faculty, staff and students.
Can I sign in with my sponsored account to use the bot?
Yes, you can sign in with your sponsored account. Note that any tickets created or conversation history will be tied to that account. If you are prompted to sign into a service that does not support sponsored accounts like FINS or myINFO, you will need to login with a personal computing ID to access it.
Is there a way to view my previously submitted tickets using the chatbot?
Yes, you can view your previously submitted IT tickets if you login with your SFU credentials. Select the “Get My Tickets” button featured on the welcome menu and it will show you any open tickets on your account. It will not search through any closed or resolved tickets.
Is there a way to chat with a real person through the chatbot?
No, there is no option for live chat at this time.
The bot asked me to contact Service Desk to Resolve my Issue. Do I still need to submit a ticket?
Yes, you can submit a ticket using the bot. If it is urgent, please visit our Service Desk in person or call via phone. Please note our operation hours are listed
here.
Where is the chatbot Searching for information?
The chatbot searches for information in the SFU IT Knowledge Base, limited SFU website pages, and linked guides to respond to inquiries. Any articles, links and attachments on the Knowledge Base are used by the bot to retrieve information.
I can't find the information I Need in the chatbot. What should I do?
Please leave feedback at the end of your conversation and submit a ticket for IT support. If the bot is providing inaccurate information, contact the chatbot support team
here so we can investigate this issue.
Can I leave Feedback for the bot?
Yes, at the end of your conversation, kindly let the bot know if it was helpful or if you were able to find the information you were searching for. Any other feedback for the bot can be submitted here:
Chatbot – Submit Question Submit Chatbot Questions or Feedback