TrevorKillick

This is a notice ahead of two UI and naming changes related to Hornbill’s AI features. Icon change. Currently, if you have the OpenAI integration enabled then you will see the AI Assist icon. This icon, highlighted in red, is available even if you are not part of the HAi Beta program: As part of the upcoming changes, this icon will be updated to the HAi icon, highlighted in red: This does not mean that all HAi features are enabled for your instance. The beta program is still ongoing and there we be further communication before the program comes to an end. Additionally, the HAi features in Service Manager are all disabled by default. Note that if you have disabled the OpenAI integration, which is done by toggling a global system setting, then the AI Assist icon is not visible and the rest of this notice will not affect you, unless you want to turn it back on. This change will be in effect from the next build for Core-UI. Update to enabling/disabling OpenAI integration. Any user with the rights to manage integrations will be able to see a new section in the Platform Administration section labelled “HAi Services”. This is where you can specify which Service Provider Hornbill’s Generative AI functionality is powered by. If you currently have the OpenAI integration disabled then this provider will be set to none, and if you have the OpenAI integration enabled then you will see the Service Provider set as OpenAI. This is simply a name change as we move Hornbill’s AI Functionality under the HAi branding. Having a HAi Service Provider set does not suddenly enable any extra features you do not already have. Instead, we are preparing HAi to be able to utilize different AI providers, beyond OpenAI, for powering our Generative AI functionality across Hornbill. This change will be in effect from the next Platform release. Further information For more information on AI Assist see: https://docs.hornbill.com/esp-fundamentals/productivity/ai-assist For more information on HAi see: https://docs.hornbill.com/servicemanager-user-guide/hai/overview

@davidrb84 HAi is still in beta, https://www.hornbill.com/beta/hai-registration-interest until next month, what you have stumbled across is the UI to enable the features however there is still a backend flag that has to be abled by Team Hornbill preventing the functional UI from being displayed as this will be an optional addition to Service Manager. The ability to stumble across this UI will be resolved in the next update of Service Manage however the underlying settings and roles will still be visible. Sorry about the confusion. Thanks Trevor Killick

Great question, we utilise OpenAI's GPT Models which are fairly good with translation, summarize will take in a timeline with any number of different languages and output a summary in the analysts current session language. If an analyst comes along to read that summary with a different session language they will be presented with a translate option like with other parts of Hornbill.

@Lee C Details on HAi and registering for the beta program can be found here:

Just a short update especially for those that have expressed interest in the HAi Beta Program In the next release of service manager (Hopefully next week) we are introducing a new role 'HAi User Role' that must be assigned to all users to interact with HAi in Service Manager, this allows you to restrict the roll out within your organisation. We are still looking at additional ways of ring fencing different business units from interacting with HAi but nothing concrete just yet. We are running a little behind on rolling out the Beta Program and SITS Next week is a big one for most of the teams at hornbill so we hope to have communications out to those on the program later on in the month, sorry for the delay. There is still space on the program if you are interested in participating especially with the addition of the Role Level access control, please do apply Register for the HAi Beta Group. Thanks to everyone who has already applied and all the feedback following the HUGs.

That’s correct, the only automated processing is done when you select one of the two HAi workflow automations. The UI does not send any information in the background without a user intervention. Thanks Trevor Killick

For anyone that missed the announcement email yesterday and not at the London HUG: Introducing HAi Hornbill's new suite of AI-driven efficiency tools Boost agent efficiency with simple, AI-powered tools that help agents resolve requests, capture valuable knowledge, and communicate with customers. We're launching HAi officially at our London and Manchester user group events on 20th and 27th March. If you want to be first to get your hands on these new AI-driven features, you can sign up for our HAi beta group. Register for the HAi Beta Group Following on from the first presentation at yesterdays London HUG and the communications going out to customer contacts via email i just wanted to share some resources clarify some FAQ's and leave a thread open to discuss with the community. Resources Introducing HAi Blog Post HAi Documentation - Admin guide to HAi including details of what data is sent where and more on the configuration side, user guide to follow shortly. HAi User Guide FAQ's What data is transmitted to OpenAI? See the documentation for full details and breakdown of data being sent https://docs.hornbill.com/servicemanager-config/administration/hai#data Whats it going to cost? Currently pricing has not yet been finalised but will be shared as soon as its all confirmed, you can still sign up to the beta and details be shared as we have them available Can we restrict who has access to HAi? The first update of HAi includes a new out of the box role in service manager 'HAi User Role' you must have this role to be able to interact with any of the HAi functionality, we are still investigating ring fencing business data around the following: Restrict the types of requests users who have access to HAi can use the functionality in, this example would prevent certain requests from using HAi due to data privacy issues, one way we can do this is by restricting at the service level. We would love more feedback from customers around the types of restrictions you would need to be able to roll out HAi within your organisation. How does the Beta Program work? Once you register your interest we will select 8-10 customers to be part of the program, these will be customers initially happy with HAi and processing of data through OpenAI. In early April those accepted will get communication with all the user documentation and the eLearning material that must be completed before we will enroll your instance in the beta program. From that point you are free to enable HAi features. We cannot accept everyone on this beta but we may well reach out to a few more organisations after the first wave should be have answers to some of the questions preventing them from signing up. Important Note: As with all Generative AI Solutions please review the content being generated and feedback to us issues, problems and concerns. We cannot prompt engineer all issues away but some things we can address and occasionally it may respond with inaccurate or unhelpful content that should be flagged before sending directly to a user. Where we have automations its currently advised to review these manually before automating the response directly back to the end user. I have spoken to a few customers already around concerns sending corporate data to OpenAI and would love to speak to any others who have not already reached out so we can understand all the concerns and work towards something that we can all benefit from. Just for details, our usage of OpenAI is covered by their Enterprise Privacy Policy this prevents data passed to OpenAI by Hornbill from being used to train future models and whilst currently they do store the input and output of the usage for 30 days to monitor for abuse we have requested this feature be disabled on our account so that no customer data is stored by OpenAI.

Good Morning Everyone After the success of our in person HUG's at the tail end of last year and incorporating the great feedback we got from those that attended we are delighted to announce the dates for the first of our 2024 user groups. Register for London - Wed Mar 20, 2024 - L’Oscar Hotel (Fully Booked) Register for Manchester - Wed Mar 27, 2024 - Hotel Brooklyn Manchester Agenda: Some (quick) Hornbill updates about strategy and forthcoming releases. Customer presentation - Gareth Cantrell will explain how Square Enix went from 0 to 90% self-service adoption within 6 months, inspiring other teams to deliver a unified digital experience with an enterprise-wide service portal. Round-table sessions led by Hornbill experts, covering emerging topics such as AI, alongside practical approaches to ESM, best practices, and automation, which will reduce costs and save you thousands of hours each year. Drinks and networking—The opportunity for one-to-one discussions with your fellow customers. Both events will run the same agenda and are free to attend. We look forward to seeing you in 2024. Thanks Trevor Killick

Hi @Martyn Houghton London (L’Oscar Hotel Holburn) will be November 15th and Manchester (Hotel Brooklyn MCR) November the 22nd, both will be identical events just in different locations so folks not in London or the south can attend without trecking down to London. Invites will be out later this week / Monday at the latest. Thanks Trev

If you go here: https://community.hornbill.com/settings/ you get the option to change your display name, if not message me your preferred name and ill go in and update it for you. Thanks Trev Killick

@samwoo sorry this is no help to you what so ever just wanted to say great work on those PowerBi pages they look amazing.

@Michael Sharp I beleive this post from Gerry prevously showing our DKIM support for each domain connected to a hornbill instance is what you are looking for: Thanks Trev

@Gareth Watkins can you ping me a direct message with your colleagues email address and i can take a look for you. Thanks Trevor Killick

@Smurfy FYI

Over the past months, the team at Hornbill has been shaping the future of Service Management, readying a host of innovations and improvements that we will be bringing to you in 2022, seamlessly enhancing your version of Hornbill Service Manager. We would like to invite you to the first in a series of customer briefing sessions to unveil our roadmap, product vision, forthcoming innovations, and release milestones. Join us on February 7th at 3 pm https://info.hornbill.com/webinar/2022/hornbill-2022-innovations-functionality-and-roadmap This post will be updated with customer events for 2022 as they are announced so follow this topic for updates as they come out. Thanks Trevor Killick