Chat with Support: Five things to know about the SOAR product Chatbot

Content

1. How does it work?
   The chatbot uses Watson Natural Language Understanding and machine learning technologies to find the best answers to your questions. After you enter a question, the chatbot assesses its intent. For example, if you type "can I import untrusted certificates," the chatbot determines that your question relates to SSL and searches for the best answers within the available SSL documents, displaying one or more answers in the chat window.
   
   The chatbot always asks you if the information it provided was helpful, and your YES or NO response can help it learn and get better at answering questions over time.  


2. Where does it find answers?
   The chatbot answers point to documents. It has access to thousands of publicly available documents from IBM Documentation, IBM Security Learning Academy, APARs, articles written by Support, and even some information that is outside the ibm.com domain. 
    
3. What questions can it answer?

   The chatbot can typically answer questions...	The chatbot cannot answer questions...
   About the SOAR product only.	About other IBM products that you use. Many other products offer their own chatbots on their respective support community pages.
   About information that is publicly available.	About information that would be considered private or confidential. Example: What is my IBM customer number?
   That use clear and specific words. Include key symptoms along with what you were doing when the problem occurred. Example: How do I map offense fields from QRadar to SOAR?	That are vague or ambiguous. Example: I have an install problem.
   About how to troubleshoot known problems when documented solutions might be available.	About situations that you know require a log review or troubleshooting expertise of Support.
   About how to open a case, check the status of a case and other general IBM support questions.	Regarding details of your open cases.

   
    
4. What if the initial answer isn't helpful?
   Don't give up! The chatbot is always learning and it needs your input to get smarter. Here are a few tips:
   • If the chatbot indicates that it is "still learning," try to modify your question. 
   • If the chatbot provides answers that aren't helpful, answer NO to the question about whether this information helped.
   • If the chatbot offers you a list of categories, select the one that best represents the topic of your question, or select "None of the above."
   • If you can afford a few minutes, let the chatbot try more than once to provide a good answer. When it does provide a good answer, be sure to click YES to the question about whether the information helped.
      
5. Do humans see the chat?
   Yes! Support reviews the monthly chatbot logs, and takes appropriate actions to make new content available or existing content easier to find for the chatbot. Also, you can type Feedback in the chat window to provide feedback on your experience with the chatbot, and your feedback is included in the log that is reviewed.