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Introducing IET’s New Support Chatbot
The St. Edward’s University IET Department now offers a friendly AI chatbot on the IT support website. Powered by TeamDynamix’s Conversational AI, this virtual assistant is here to help with IT-related questions only—things like login issues, Wi-Fi connections, and other campus technology support. It’s available 24/7 to make common problems easier to resolve and to give you instant help—anytime—without waiting for office hours.
Explore the following topics about the IET Support Bot and its features:
- Available 24/7: The chatbot is available 24/7, so you can get help at any time (even late at night or on weekends).
- Faster answers: It quickly checks our knowledge base and can often solve problems on the spot. For example, if you say “my password isn’t working,” the bot understands you may need a reset and will assist you in recovering your account.
- Easy to use: Type your question in plain English (or another supported language). For example: “How do I connect to campus Wi-Fi?”.
- Go to support.stedwards.edu and look for the “Ask IET” chat icon in the lower-right corner.
- Click the “Ask IET” icon to open the chat window.
- You can select one of the predefined options or type your question. (Tip: one question at a time, written in a full sentence, works best.)
The chatbot will check the knowledge base and generate a response.
👉 If the chatbot doesn’t have the answer or needs more details, it will offer to create a support ticket. You’ll just need to fill out a short form so an IT technician can follow up.
The chatbot works best when your questions are short, clear, and specific. Think of it like texting a friend about a tech issue.
Tips for better results
- ✅ Ask one question at a time.
Example: “How do I connect to Wi-Fi?” instead of “Wi-Fi isn’t working and my email won’t load.”
- ✅ Use complete sentences.
Example: “How do I reset my password?” works better than just typing “password.”
- ✅ Keep it simple.
You don’t need technical terms. Phrases like “Can’t log in” or “Install Microsoft Office” are enough.
- ✅ Try rephrasing if needed.
If the chatbot doesn’t understand, ask the same question in a different way.
The chatbot’s answers come directly from the St. Edward’s IT Knowledge Base. That means it’s great at helping with common technology issues—like logging in, resetting your password, or connecting to campus Wi-Fi.
⚠️ Keep in mind: If your question isn’t covered in the IT knowledge base (for example, topics about financial aid, housing, or academic policies), the chatbot may not be able to help. In those cases, it will offer to connect you with an IT technician by creating a support ticket.
The chatbot’s knowledge is refreshed once a day, so newly published articles may not appear immediately. If the chatbot has trouble finding an answer, it’s still worthwhile to check the Knowledge Base directly for the most up-to-date information.
For urgent issues (like equipment failures, network outages, or account emergencies), you should contact the Help Desk directly.
Our goal is for the chatbot to get you to the right resource as quickly as possible. If needed, it can:
- Escalate by letting you submit a ticket, or
- Direct you to call/email the Help Desk.
Either way, you’ll still get help from a real IT technician.
It’s simple! Open the chat window and click the three dots (⋮) in the top-right corner. Then choose “Select Language.” Scroll through the list or search for your preferred language, click it, and then hit “Select.” The dialog will automatically close. Just reopen the chat, and the chatbot will now respond in your chosen language.
When you first open the chatbot, you’ll see quick shortcuts to the most common requests. Options depend on whether you’re logged in.
- If you’re not logged in, you can choose from:
- Password Reset – recover access to your account.
- MFA Changes – update or fix your multi-factor authentication settings.
- Login – login to your account.
- Getting Started for Students – essential tech setup and campus resources for success.
- Getting Started for Faculty – resources for faculty beginning with campus technology.
- Getting Started for Staff – resources for staff learning the IT systems.
- If you are logged in, you’ll see different options:
- Password Reset
- MFA Changes
- View Recent Tickets – check the status of your open IT requests.
- Hardware Request – submit a request for university-issued devices.
- Getting Started for Faculty
- Getting Started for Staff