Chatbot

The primary function of the Chatbot (called Chat now) is to assist users by answering their queries. It engages in human-like conversations through text messages on the chat interface. Additionally, the Chatbot helps in opening new Support cases and fetching information about existing ones.
Chat now is accessible on the right-hand side of browser window from anywhere in the SmartZone Web UI.
Note: The Chatbot feature in SmartZone is available only for an account with an Administrator permission.

Accessing the Chatbot

Activating the Chatbot

Complete the following steps to enable or disable the Chatbot functionality in the SmartZone web UI:

Note: The Chatbot is enabled by default.
  1. Click at the upper-right corner of the SmartZone interface.
  2. Click Preferences.
  3. In the User Preferences window, toggle ON or OFF the switch for Customer support chatbot.
  4. Click OK to save the preferences.

Disabling or Enabling the Chatbot

Logging in to the Chatbot

The SmartZone Chatbot prompts you for authentication prior to displaying the messaging prompt. Options include:

  • Logging in using your RUCKUS Support account (this provides you access to the full range of Chatbot functions and resources).
  • Registering for a new RUCKUS Support account.
  • Continuing as a guest (this allows you to utilize the Chatbot for searching the knowledge base for information, but you cannot open nor track Support tickets).

Customer Authentication

To log in to the Chatbot using your RUCKUS account, perform the following steps:
  1. Click Login. This displays the RUCKUS authentication page, where you must enter your RUCKUS Support account email and password
  2. After authentication, you can chat with an AI assistant trained in RUCKUS documentation and the technical knowledge base, and create or track a Support ticket. The Chatbot sends the data with the RUCKUS account authorization information.

    Chatbot Menu

  3. To create a new support ticket, click No, view available menu > Open a Support Case.
    Note: When logged in to Chatbot as a Guest, you cannot create a Support ticket.
  4. To track a Support ticket, click No, view available menu > Fetch Case Status and provide the case number.
    Note: When logged in to Chatbot as a Guest, you cannot create a Support ticket.

    The following video provides a demo along with additional instructions to help you make the most of the Chatbot:

    https://play.vidyard.com/scTCmuNvsD6Xfz6d7s8BJR?
Parent topic: Troubleshooting Issues with the Controller