WEBVTT

3b432517-a032-4d71-880e-5c06cf1ddb14-0
00:00:03.570 --> 00:00:07.218
NHSmail Guide allows users to
raise tickets with the National

3b432517-a032-4d71-880e-5c06cf1ddb14-1
00:00:07.218 --> 00:00:10.867
Help Desk in a quicker and more
streamlined way directly from

3b432517-a032-4d71-880e-5c06cf1ddb14-2
00:00:10.867 --> 00:00:11.750
the Teams chat.

be044302-b3d6-4157-8936-a7051c52fe93-0
00:00:12.400 --> 00:00:16.360
If I click on I want to raise
and you take it with the help

be044302-b3d6-4157-8936-a7051c52fe93-1
00:00:16.360 --> 00:00:16.690
desk,

0ae5651e-c408-47d4-aee6-e2f0b17b38ba-0
00:00:18.820 --> 00:00:22.623
I am prompted to specify whether
I'm raising a service request or

0ae5651e-c408-47d4-aee6-e2f0b17b38ba-1
00:00:22.623 --> 00:00:25.736
an incident. High severity
incidents should always be

0ae5651e-c408-47d4-aee6-e2f0b17b38ba-2
00:00:25.736 --> 00:00:28.906
raised directly via the help
desk. So if I select this

0ae5651e-c408-47d4-aee6-e2f0b17b38ba-3
00:00:28.906 --> 00:00:32.537
option, the chat bot warns me
that this is not the right place

0ae5651e-c408-47d4-aee6-e2f0b17b38ba-4
00:00:32.537 --> 00:00:35.418
and I should contact the
helpdesk. Let's raise an

0ae5651e-c408-47d4-aee6-e2f0b17b38ba-5
00:00:35.418 --> 00:00:35.880
incident

d7312a0e-dda9-4e3c-8dc1-12338d841e81-0
00:00:39.450 --> 00:00:43.283
Here, the chat bot needs to know
whether the issue is about

d7312a0e-dda9-4e3c-8dc1-12338d841e81-1
00:00:43.283 --> 00:00:46.861
e-mail delivery or something
else. The reason being the

d7312a0e-dda9-4e3c-8dc1-12338d841e81-2
00:00:46.861 --> 00:00:50.503
details required by the help
desk to troubleshoot e-mail

d7312a0e-dda9-4e3c-8dc1-12338d841e81-3
00:00:50.503 --> 00:00:54.209
delivery issues are very
specific. So the chatbot has two

d7312a0e-dda9-4e3c-8dc1-12338d841e81-4
00:00:54.209 --> 00:00:58.234
separate ticket raising flows,
one for e-mail delivery and one

d7312a0e-dda9-4e3c-8dc1-12338d841e81-5
00:00:58.234 --> 00:01:02.068
for everything else, like a
simplified catch all version of

d7312a0e-dda9-4e3c-8dc1-12338d841e81-6
00:01:02.068 --> 00:01:03.410
the minimum data set.

91b270e2-525e-4012-bc06-4dc5e4d7ffdd-0
00:01:04.300 --> 00:01:07.641
I want to raise an incident
about joiners, movers and

91b270e2-525e-4012-bc06-4dc5e4d7ffdd-1
00:01:07.641 --> 00:01:10.860
leavers. So I'm going to click
on all other issues.

9d23d3ca-76ad-4ab8-a205-7e885771260e-0
00:01:14.440 --> 00:01:17.480
Now the chat bot needs to
validate my e-mail address.

fe481bdf-9e6c-4e9c-8b6e-8851d81bff67-0
00:01:18.940 --> 00:01:23.096
The e-mail address returned here
should always be my nhs.net

fe481bdf-9e6c-4e9c-8b6e-8851d81bff67-1
00:01:23.096 --> 00:01:27.252
e-mail address since I am logged
into Teams with this e-mail

fe481bdf-9e6c-4e9c-8b6e-8851d81bff67-2
00:01:27.252 --> 00:01:31.340
address. But if the e-mail
displayed here is not what I was

fe481bdf-9e6c-4e9c-8b6e-8851d81bff67-3
00:01:31.340 --> 00:01:35.428
expecting to see, I have the
option of saying no and typing

fe481bdf-9e6c-4e9c-8b6e-8851d81bff67-4
00:01:35.428 --> 00:01:36.449
it in the chat.

96940251-c011-4f7b-bcd1-544ab9d8af94-0
00:01:40.120 --> 00:01:44.341
Now the second validation is
about the user that as a local

96940251-c011-4f7b-bcd1-544ab9d8af94-1
00:01:44.341 --> 00:01:48.352
administrator I am supporting
and for whom I'm raising a

96940251-c011-4f7b-bcd1-544ab9d8af94-2
00:01:48.352 --> 00:01:52.644
ticket. So here I would most
likely say no and type in their

96940251-c011-4f7b-bcd1-544ab9d8af94-3
00:01:52.644 --> 00:01:53.700
e-mail address.

13361459-591f-4c34-aa37-c85f24376d30-0
00:02:04.650 --> 00:02:08.190
The chat bot now validates that
this is effectively the user

13361459-591f-4c34-aa37-c85f24376d30-1
00:02:08.190 --> 00:02:09.410
that I am supporting.

49dc0f62-9098-4439-bcf0-3053881ed388-0
00:02:11.270 --> 00:02:12.300
I'm going to confirm

0a70d18a-6d93-4ff2-9e8e-b395f5474ee8-0
00:02:13.630 --> 00:02:17.516
and what you see here is the
minimum data set form. This is

0a70d18a-6d93-4ff2-9e8e-b395f5474ee8-1
00:02:17.516 --> 00:02:21.597
the minimum level of information
that the helpdesk needs to be

0a70d18a-6d93-4ff2-9e8e-b395f5474ee8-2
00:02:21.597 --> 00:02:25.355
able to start working on my
ticket. So first I'm going to

0a70d18a-6d93-4ff2-9e8e-b395f5474ee8-3
00:02:25.355 --> 00:02:29.241
give it a name. This will be the
name of my ticket, ticket,

0a70d18a-6d93-4ff2-9e8e-b395f5474ee8-4
00:02:29.241 --> 00:02:29.760
subject.

da78b98b-8339-45c5-b2b8-14a2fa3de756-0
00:02:33.690 --> 00:02:37.100
Then I need to provide more
information about the issue

2c63eca3-7f3e-4ed5-8c10-74b82b6fecc1-0
00:02:39.290 --> 00:02:41.200
in the second text box here.

e1309759-16c7-42e6-8358-0f190447a56d-0
00:02:47.920 --> 00:02:51.621
Now if more than one user is
having the same issue, I can

e1309759-16c7-42e6-8358-0f190447a56d-1
00:02:51.621 --> 00:02:54.110
specify a number other than one.
Here,

071b6bba-46ff-4dc7-babf-87a52faa0d41-0
00:02:54.830 --> 00:02:55.570
in this case,

9363fb3f-49e5-416d-bc10-8a42c19306e8-0
00:02:56.310 --> 00:02:58.440
I'm raising a ticket for Maisie,
so only one

aa095f4e-66df-4f15-afb0-38827b6bbd3b-0
00:03:01.460 --> 00:03:04.810
and if there is anything else
that the helpdesk needs to know,

aa095f4e-66df-4f15-afb0-38827b6bbd3b-1
00:03:04.810 --> 00:03:05.980
I can type it in here.

34f66d6d-0078-4df6-999e-c50ab72a80f1-0
00:03:07.720 --> 00:03:11.012
So now what? The chat bot is
warning me that if I have

34f66d6d-0078-4df6-999e-c50ab72a80f1-1
00:03:11.012 --> 00:03:14.784
supporting material, for example
screenshots, I should include

34f66d6d-0078-4df6-999e-c50ab72a80f1-2
00:03:14.784 --> 00:03:17.957
that information in the
automatic e-mail that I will

34f66d6d-0078-4df6-999e-c50ab72a80f1-3
00:03:17.957 --> 00:03:21.429
receive upon submission. In
fact, Microsoft Power Virtual

34f66d6d-0078-4df6-999e-c50ab72a80f1-4
00:03:21.429 --> 00:03:25.081
Agents does not support the
attachment function just yet, so

34f66d6d-0078-4df6-999e-c50ab72a80f1-5
00:03:25.081 --> 00:03:25.560
I cannot

9f0785e0-6ea0-4ae3-8e67-b22c063f8aa5-0
00:03:26.320 --> 00:03:29.180
add attachments through the
chat.

19b687bb-2ee6-41a6-9c3f-bebb1967d179-0
00:03:30.100 --> 00:03:32.010
now. I'm going to submit this
ticket.

6d1410e2-660a-4842-bda8-0032ecdbfb15-0
00:03:40.350 --> 00:03:44.080
Upon submission of the form, I
receive an incident number

3be1b062-0f40-497a-9302-e96fea36ac8b-0
00:03:45.580 --> 00:03:49.282
and a ticket is automatically
created in ServiceNow in the

3be1b062-0f40-497a-9302-e96fea36ac8b-1
00:03:49.282 --> 00:03:52.482
platform thanks to the
integration between the two

3be1b062-0f40-497a-9302-e96fea36ac8b-2
00:03:52.482 --> 00:03:56.561
systems and every change made to
the ticket via the chatbot will

3be1b062-0f40-497a-9302-e96fea36ac8b-3
00:03:56.561 --> 00:04:00.703
be reflected in service now, And
vice versa, every change made to

3be1b062-0f40-497a-9302-e96fea36ac8b-4
00:04:00.703 --> 00:04:04.280
the ticket in ServiceNow will be
visible in the chatbot.

b9075bf7-a408-421f-85a5-4acefd1a4d0f-0
00:04:06.120 --> 00:04:09.370
I can now rate my experience on
a scale from 1:00 to 5:00

0c2c785a-cacf-4107-b437-a9edad7b6319-0
00:04:11.540 --> 00:04:14.860
and leave qualitative feedback.
So these are things that I've

0c2c785a-cacf-4107-b437-a9edad7b6319-1
00:04:14.860 --> 00:04:18.128
enjoyed about the chatbot or
things that I would like to see

0c2c785a-cacf-4107-b437-a9edad7b6319-2
00:04:18.128 --> 00:04:19.360
improved in the future.

eff8e9de-7c06-44e5-80b1-c7cf912be29e-0
00:04:24.660 --> 00:04:27.964
And that's the end of a
conversation with the bot. I can

eff8e9de-7c06-44e5-80b1-c7cf912be29e-1
00:04:27.964 --> 00:04:29.530
now return to the main menu

7e9da422-cede-4dca-af56-b725e97bd49a-0
00:04:31.060 --> 00:04:32.270
and browse new topics.