Introducing Talk to the Hawk, the UND's innovative AI chatbot designed to enhance your tech support experience! Provided by UIT, Talk to the Hawk is here to assist students, faculty, and staff with a variety of tech-related needs.
Talk to the Hawk can answer basic tech support questions, helping you troubleshoot common issues quickly and efficiently. If your problem requires more specialized assistance, the chatbot will refer you to the proper channels, ensuring you get the help you need from the right experts. Additionally, Talk to the Hawk can create and check support tickets, allowing you to report issues and track their progress seamlessly.
For those times when you need to speak with a human, Talk to the Hawk can connect you to live chat with UIT staff or schedule a callback at your convenience. This ensures that you always have access to the support you need, whether it's through instant responses or personalized assistance.
Security & Privacy
After users authenticate through the North Dakota University System (NDUS) Single Sign-On (SSO), the chatbot ensures that their data is handled securely and responsibly. The chatbot collects specific data from authenticated users to provide effective tech support and ensure a seamless experience.
Here are the key types of data collected:
User Information: This includes the user's name, email address, phone number, and IP address. This data is essential for identifying the user and providing personalized support.
Interaction Data: The chatbot records the date and time of interactions, as well as the content of the messages exchanged. This helps in tracking the history of user interactions and improving the chatbot's responses over time.
Support Ticket Information: When users create or check support tickets, the chatbot collects details related to the ticket, such as the issue description, ticket number, and status updates. This ensures that users can easily track the progress of their support requests.
Feedback and Sentiment Analysis: The chatbot may collect user feedback and perform sentiment analysis on interactions to measure user satisfaction and identify areas for improvement.
By collecting this data, Talk to the Hawk can provide efficient and personalized tech support while ensuring that user interactions are tracked and managed effectively.
Here are some key aspects of how user data is managed:
Data Collection and Usage: The chatbot collects data to provide tech support services, such as creating and checking support tickets, connecting users to live chat with UIT staff, and scheduling callbacks. This data is used to enhance the user experience by providing personalized and efficient support.
Data Security: The chatbot leverages the robust security features of the Microsoft tenant, which includes multi-factor authentication (MFA) and encryption. This ensures that user data is protected from unauthorized access and breaches.
Data Monitoring and Analysis: The chatbot collects clear metrics on how it is helping users, identifying trends, and monitoring data to head off larger problems. This helps UIT to improve IT services and user satisfaction by analyzing the collected data and making informed decisions.
Compliance with Policies: The chatbot adheres to NDUS policies and procedures, ensuring that data privacy and security standards are met. This includes compliance with data protection laws and regulations, which govern the collection, storage, and use of user data.
By following these practices, Talk to the Hawk ensures that user data is handled with the utmost care, providing a secure and efficient tech support experience for the University of North Dakota community.