Changes coming to IT Help
Changes coming to IT Help
Over the course of the summer, IT Services will be making some changes to IT Help to improve the experience for all members of the Miami community.
What is not changing
The various ways you currently reach IT Help will remain the same. That means you will continue to get assistance by calling 513-529-7900 or initiating a live chat session at MiamiOH.edu/ITChat. As well, self-help is still available via the IT Knowledge Base (MiamiOH.edu/KnowIT). All of those help options are available 24 hours a day, seven days a week, all year long.
For those on the Oxford campus, you can also visit the Tech Support Lounge, which can be found on the first floor of the Armstrong Student Center. Current hours are Monday through Friday, 9 a.m. to 5 p.m., but please check the website for any changes in schedule.
If you need support at one of Miami’s Regional campuses, please call 513-217-4000 or send an email to regit@MiamiOH.edu.
What is new
One of the main changes to expect is the introduction of AI, and in particular, the use of a voicebot to address phone calls and an improved chatbot for dealing with chat interactions. These services are being provided by our new help partner, iTOD. If the AI is unable to help, it will pass your call along to a live agent.
When calling IT Help at 513-529-7900, you will be greeted by a voicebot, and it will ask the caller for an email address to begin the interaction.
Look for these new changes to begin in July.
IT Services has also been hard at work improving the Knowledge Base (KB). This has involved two major initiatives: Knowledge Gap Analysis (KGA) and transforming Miami’s IT Knowledge Management for AI-assisted support.
According to Knowledge Coordinator Em Smith, “KGA is a new process that uses Integration Platform as a Service (iPaaS) and AI to compare thousands of support tickets against KB articles to determine missing information for a specific asset. The result: We are able to shift general assumptions to data-driven insights and recommend clearly defined KB articles that are needed to reduce recurring support issues.” In short, we are able to proactively identify where we need more Knowledge cases in order to better support the community.
As a reminder, in March, IT Services stopped the use of email as a viable support channel for Miami clients. Although email has not been an advertised support channel for Miami for several years, some members of the Miami community still utilized that service to receive technology assistance. Thank you for helping us make this transition smoothly!