How to use the "Kyra: Support" AI Agent

Please see below Attachment at bottom of page for how to use the Kyra: Support AI Agent
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The Kyra: Support Agent is your digital assistant. It is incorporated into the application. Help is available when and where you need it. It is designed to enhance your experience with the application. It is recommended that the tool is only used by designated Support personnel in the client organization. The agent functions like a regular chatbot. Conversations are conducted with a question-and-answer format.

To enable the support agent for a user on a tenant, ensure that the 'Support AI Agent Access' permission is added to a team assigned in the Security section.
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It’s simple. The agent is conveniently located in the bottom right of the application. Open the chat agent and begin your conversation.
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The user will be presented with 2 options or categories of questions.
- I have a question about functionality
- I want to report an issue

Choosing the relevant category is important to efficiently assign the matter to the correct Fenergo resources.

There is no human support for functional queries. Think of this as an interactive user guide.

This is the category to use if you suspect there may be a product issue or defect. The defect will be triaged appropriately.

To receive accurate and timely responses from a chatbot support portal, it's important to provide clear and relevant input. The quality of the data you enter directly affects the speed and accuracy of the answer you receive.

Provide detailed and specific descriptions of your issue or question. Vague statements like “It’s not working” can slow down troubleshooting. Instead, describe what you were trying to do, what you expected to happen, and what actually occurred.

Include supporting materials whenever possible. The portal accepts a variety of data types, including text, documents, and images. Screenshots, error logs, or sample files can help the chatbot better understand your situation.

Use relevant keywords and context. Mention product names, versions, error codes, or any other identifiers that can help narrow down the issue.

Keep each message focused on a single topic. If you have multiple questions or issues, it’s best to submit them separately. This helps avoid confusion and allows for more targeted support.

Respond promptly and thoroughly if the chatbot asks for clarification. A complete follow-up helps maintain momentum and leads to faster resolution.

By following these practices, you’ll improve the quality of your interactions and get the most value from the support portal. Let me know if you'd like this tailored for a specific platform or audience.

Will the agent make it more difficult to speak to a human support agent? Not at all. Human customer support agents are still involved. You will get the best of both worlds. If the AI agent isn’t providing the outcome you need, there is an option for you to connect you with a human agent for further assistance.

If you encounter an issue while using the application, you can raise a support ticket at any time by selecting the option "I want to report an issue" within the chatbot.
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The Fenergo support agent uses an AI-first approach, meaning it’s powered by intelligent technology trained on the application to help guide you toward a solution. It will do its best to understand your query and provide helpful steps or answers.

If the issue isn’t resolved, you can choose to escalate or speak to a human agent at any point. This action will automatically raise a support ticket that connects you with a member of our support team.
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Once a ticket is raised, you can track all communication and updates through the Support Ticketing Portal, ensuring you stay informed throughout the resolution process.

The support ticketing portal is a dashboard of all the open support tickets that were raised for the organisation. It can be accessed from the below URL.To access the portal, log in to your Fenergo tenant for authentication, then navigate to the Help Center link provided by Fenergo. From there, you can access the ticket portal to view or submit service requests.

A history of communication on the issues can be tracked through this portal.If you encounter issues accessing the 'Tickets' option, you can directly navigate to the ticket portal URL as an alternative method to monitor service requests.

Support Dashboard URL: https://support.fenergox.com/en/
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To access the Tickets Portal, you must be logged into a tenant. The portal will display tickets that are associated with the organization linked to the currently active tenant. Ensure you are logged into the correct tenant to view and manage tickets relevant to your organisation.