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TrevorKillick

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Posts posted by TrevorKillick

    HAi Announcement and Feedback

    in Service Manager

    Posted

    Just a short update especially for those that have expressed interest in the HAi Beta Program

    1. 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. 
    2. 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.
    3. 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.

    • Like 1

    HAi Announcement and Feedback

    in Service Manager

    Posted

    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

    FAQ's

    1. 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
    2. 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
    3. 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. 
    4. 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. 

     

    • Like 2

    Join us at a Hornbill User Group in 2024

    in General Non-Product Discussions

    Posted

    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 

    Hornbill Customer Events 2022

    in Announcements

    Posted

    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

    New Feature Roadmap

    in Service Manager

    Posted

    Hi @Smurfy

    The email invite will be going to the instance primary/secondary technical and authorative contacts, but i think im ok to post the link to register on the forums so ill be doing that once the invite has been approved to go out.

    Thanks

    Trevor Killick

    • Like 1

    Hornbill Employee Portal Webinar - Rescheduled

    in Employee Portal

    Posted

    A second webinar on the Employee Portal was scheduled for 11:00, 4th March 2020. This session will provide an in-depth overview of how to set up the new Employee Portal and customise the look and feel and how to migrate from the Service Portal & My Services.

    Unfortunately, not everything is quite ready to show you. We want to give a complete and detailed guide to migrating so we have taken the decision to delay the webinar until 11:00, 31st March 2020 you can still Register Here for the Webinar.

    Existing registrations will be kept so there is no need to register again if you can no longer make the new date and time it will be provided on the Hornbill Forums after so that you can watch back as many times as required.

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