Learn about InfoBot and discover how it can help you find instant resolution to common Digital related issues. You can also check out our InfoBot Info Sheet.

Article contents:

• Overview
• Chat with InfoBot
• Manage Notifications

Overview

What is InfoBot? 

InfoBot is a chatbot service offered by Digital that provides an additional channel for customers seeking simple, fast support. It uses machine learning or “artificial intelligence” (AI) to constantly improve its ability to interact with you and provide the most accurate results. The more its used, the smarter it gets!

How can InfoBot help me?

Available 24/7, InfoBot can help you with a variety of self-service tools and support options:

• Resolves issues and answers how-to questions by providing knowledge articles, locating items in the Service Desk request catalog, and opening tickets.
• Provides ticket management or “concierge” service that offers the ability to check your ticket status, add comments, and close tickets.
• Concierge service also provides you with real-time ticket update notifications and password expiration reminders.
• You can also use InfoBot to find contact information for users across the organization.

Chat with InfoBot

Where do I find it?

• You can communicate with InfoBot through Microsoft Teams.
• Its icon is automatically added to your left-side navigation bar (where you’ll find chat, Teams, and other items).
• In addition to Microsoft Teams, InfoBot can be easily accessed from:
  
  
  • IS Service Hub

• • Citrix Workspace

• • The Pulse
•      
•  
  
  
  • Microsoft Outlook

Start a Chat

1. Open Microsoft Teams.
2. On the left navigation bar, click the InfoBot icon.
3. Ask a question or type "Help" to view suggestions.

Example - Start a chat:

Example - Concierge Service notification for password expiration:

Manage Notifications

Never miss an update with InfoBot’s real-time ticket notifications! This service is enabled by default; however, there is an option to temporarily “mute” or unsubscribe from these automatic messages.

To mute or turn notifications off:

• After each notification, there’s an option to mute for 7 days (helpful when you’re out of office!) or unsubscribe.
• You’ll still receive important IS-related messages, such as password expiration reminders.

To turn notifications back on:

1. Open Microsoft Teams.
2. On the left navigation bar, click the InfoBot icon.
3. Type "Check Status” to view your tickets.
4. Click “Turn on notifications” to start receiving ticket updates.

Example - Mute notifications for 7 days:

Example - Turn on notifications: