Meet UXÍA: Our Innovative AI-powered Chatbot

By Óscar Beiro AI, GLPI, Press Releases 0 Comments

Have you noticed UXÍA? That little icon on the bottom right. Let me introduce our newest virtual addition to the #TICGALTeam, an AI Chatbot. But let’s start from the beginning.

Some definitions for CEOs

CEO or not, it’s essential to clarify critical points before we begin.

What is a Chatbot?

A chatbot is a software application designed to simulate conversation with human users, often through text or voice interactions. It’s programmed to respond to questions or commands and can be used for various purposes, such as customer service, information retrieval, or entertainment.

What is an AI-powered Chatbot?

Chatbots utilize artificial intelligence and natural language processing to understand and respond to user inputs in a human-like manner. Since the introduction of ChatGPT, the technology behind chatbots has significantly advanced and become more accessible. ChatGPT, with its advanced natural language processing abilities, has expanded the potential of chatbots, making them more intelligent, interactive, and capable of handling complex conversations. This development has led to a broader adoption and integration of chatbot technology in various industries, enhancing customer engagement, support services, and user experience.

GLPI?

Do I have to explain what GLPI is repeatedly? No way :). Please use UXÍA (that little icon on your bottom right) or visit our GLPI Page.

So, Why UXÍA?

A Name with Deep Meaning

UXÍA is a name that carries significant meaning, reflecting our dedication to innovation and cultural values. The inspiration for this name comes from its Greek roots, “ευγενής” (eugenēs), meaning “well-born” or “noble.”

The four-letter female name encapsulates two essential principles:

UX: This represents our commitment to elevating the user experience. UXÍA transcends the typical chatbot; it’s a meticulously developed tool to facilitate smoother and more rewarding interactions with our services. Its design is focused on assisting both you and us.
IA: This symbolizes our practical approach to leveraging Artificial Intelligence. A chatbot powered by AI is essential for a small company like ours, as one without it would be cumbersome. Intriguingly, in languages such as Galician and most of the Romance Languages, it’s termed ‘IA’ (Intelixencia Artificial), not ‘AI’ (Artificial Intelligence), reflecting the unique linguistic characteristics of these languages.

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A Nod to Our Galician Roots

Have I mentioned that we are proud Galicians? Opting for a Galician name like UXÍA is a deliberate choice that underscores our dedication to our language and cultural heritage. It’s a way of honouring our roots and identity, reflecting our deep connection to our region. This decision aligns seamlessly with our commitment to Corporate Social Responsibility (CSR) objectives, demonstrating our dedication to business excellence and preserving and promoting our unique cultural legacy.

How to Pronounce UXÍA?

In English, it should be pronounced like ‘Oo-see-ah’ or, if you want a most formal way, /uʃi’.a/.

Shouldn’t we allow her to introduce herself?

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Current UXÍA Status

Training Phase

Training UXÍA involves a fascinating continuous learning and adaptation process, ensuring it stays up-to-date and effective. We are still working to provide more knowledge in an automated way. It is not bad, considering it is a pretty new project. UXÍA is less than a month old and currently in its training phase. Bear with us if you encounter glitches – it’s all part of the learning process.

Consistency in personality and image

We aim to maintain a consistent personality and image across all platforms—a unified image representing multiple chatbots operating behind the scenes.

Fun fact
UXÍA’s image was created using ChatGPT’s DALL-E, showcasing the synergy of advanced AI technologies. We used another IA tooL to animate her for this post.

Artificial Intelligence helps but doesn’t work on its own

With the advancements in AI, obtaining responses has become more convenient and natural, and building a bot is now more straightforward compared to a few months ago. However, it’s important to note that setting up a bot is not a one-click process. This is just one aspect of the UXÍA framework. Achieving an intelligent appearance is more challenging than it may seem.

A chatbot integrated with GLPI?

Your First Point of Contact

UXÍA is designed to serve as the initial level of support, seamlessly integrated with our GLPI instance. This enables you to engage with her as your first point of contact for support or commercial inquiries on any of our websites.

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Understood. You’re interested in the details of the integration. Here are some insights on how the interactions are handled:

For an unauthenticated user, let’s say a bot like the one on this website; we won’t be able to track conversations until we get at least an email. If so:
- We will add the email as the requester.
For a GLPI bot, the job is more straightforward since we already know the user, so a ticket will be created when there’s a new conversation.
- The user is identified and linked as the requester.
In all cases:
- A custom Request Source is registered, helping us track the number of bots that opened tickets.
- Autoclose if the bot succeeded in fulfilling the request.
- Escale in case it doesn’t.
- Keep all the conversations inside GLPI for future reference (WIP).

What’s on the Horizon?

A few hints about our recent and ever-changing roadmap.

Integration with GLPI’s Knowledge Base

Looking ahead, we’re excited about integrating UXÍA with the GLPI Knowledge Base, enhancing its ability to provide informed and accurate responses fed from a controlled source of truth. In general, private KB are not supported right now.

Omnichannel

Right now, UXÍA functions as a webchat, but imagine the possibilities if we broaden its reach to omnichannel communication. Envision UXÍA interacting on popular platforms like Telegram, WhatsApp, and Teams. This expansion would significantly enhance UXÍA’s accessibility and versatility, connecting with users across various channels they already use and enjoy.

HITL

Possibly the most complex. Human-in-the-loop (HITL) is a concept that involves incorporating human intervention or supervision into automated processes or systems, often utilizing artificial intelligence or machine learning algorithms. This approach will allow us to seamlessly transition to human interactions when the bot is unnecessary or overwhelmed.

Are you interested in integrating your AI-powered chatbot with GLPI?

Are you intrigued by the potential of having a similar AI-powered assistant for your needs? Depending on when you read this, UXÍA might be able to solve your doubts ;). Ultimately, you can always reach out to us to explore the possibilities!

UXÍA is more than a chatbot; it’s a journey towards seamless, intelligent customer interaction embedded in our cultural ethos and technological innovation. Stay tuned as UXÍA evolves and revolutionises the way we connect and communicate.