Chat Features
Available commands
The only commands Marvin knows are ‘/help’, ‘/cancel’ and ‘/disconnect’. Besides the commands, Marvin works with intents. All three commands are also trained intents in the LUIS database. Means, if you type ‘I need some help.’, the help of Marvin should be prompted to the user. This is the same behavior as if a user would type the command ‘/help’.
/help
Shows the help of Marvin.
/cancel
Cancels the current conversation with Marvin.
/disconnect
Disconnects the user account from the Service Management. A new account linkage has to take place to use Marvin again.
Intents
There are a few intents already trained that Marvin already knows. Besides the three commands, creating an incident, querying the status of an incident, giving feedback, installation of a software product, order a product, rating a service and greeting are recognized intents.
Create incident
Creates an incident in the Service Management. Example chat: 'I want to create an incident', 'I want to report a bug'
Query the status of an incident
Queries the status of a single incident or all open incident. Example chat: 'Please show my all my incidents.', 'What is the status of INCXXXX?'
Give Feedback
Submits feedback to the creators of Marvin. Example chat: 'You are no help at all.', 'Would be cool, if you could learn this.'
Installation of a software product
Installs a software from available in the Service Management on the user's PC. Example chat: 'Hey, can you install X for me?'
Order a product
Orders a product available in the Service Management. Example chat: 'Can you buy me a Notebook?'
Detecting a problem of a user
Example chat: 'Please help me.', 'Hi, I have a problem.'
Greeting
Greets the user. Example chat: 'Hello Marvin!', 'Hi'
Cancel
Cancels the current conversation with Marvin. Example chat: 'Stop it.', 'This is going nowhere. Please stop.'
Help
Shows the help of Marvin. Example chat: 'What is your job?', 'What do you understand?'
Disconnect
Disconnects the Teams (Azure AD) account from the Service Management. Example chat: 'Please disconnect my account.', 'Unlink my account.'
Searching for KBA (Knowledge Base Article)
If no intent matches the user input is processed and queried against the connected Service Management. If KBAs are found with the users input, they are returned in the chat.
Chit-Chat
If no KBAs are found, then Marvin tries to detect the language. If the language is supported (German or English), then the chat is assumed to be chit-chat and Marvin responds accordingly.