Meet the new ITS AI Assistant: Your 24/7 AI Support Suite!
ITS is excited to introduce our new AI-powered support suite designed to get you the tech answers you need—instantly. Named in honor of Louis Brandeis, Lou is a new option for our community to access quick troubleshooting across many IT topics, ensuring you never have to wait in a queue or for the office to reopen after a weekend or holiday.
The ITS AI Assistant is your 24/7 connection to the most commonly asked IT questions.
Two Ways to Connect
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💬 Get Help via Chat
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Where to find it: Just visit any ITS webpage.
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How it helps: Click the chat icon to get instant, step-by-step text support.
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📞 Get Help over the Phone
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Where to find it: Call the IT Help Desk.
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How it helps: Get fast, self-guided IT assistance with our AI voice assistant.
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What can the AI Assistant help with?
Powered by Zoom’s advanced AI Virtual Agent technology, the ITS AI Assistant is ready to provide instant, accurate assistance for high-volume requests, including:
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🔒 Password resets
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🌐 Wi-Fi configuration
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🎓 Common Moodle & Workday Technical Questions
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📄 General info to help you with your studies, research, work and much more!
Prefer a Human Touch? We’re Still Here!
Note: These new services can to handle the quick fixes you need around the clock, but they don't replace our fantastic team. If your issue is complex, or if you simply prefer to speak with a person, our IT support teams are still fully available to assist you directly during regular business hours.
How to Interact with "Ask Lou"
💬 Tips for Using the Chatbot
The chatbot is great at understanding full sentences. To get the fastest answers:
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State the problem, not just the symptom: Instead of just saying "My Wi-Fi is broken," try "I cannot connect to the Brandeis guest Wi-Fi on my laptop."
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Take it one step at a time: Lou likes a conversation! Instead of sending a long paragraph with multiple different issues, drop your first question, let Lou answer, and then ask your next one.
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Click the buttons: If Lou offers "Quick Reply" buttons on the screen, use them! They are shortcuts designed to take you straight to the solution.
📞 Tips for Talking with the Voice Assistant
When you call the IT Help Desk, Lou will greet you. He is designed to understand natural language and normal conversation. To get the best experience:
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Talk like you're talking to a teammate: No need to use robotic language or stiff keywords. Just describe what you need in your normal speaking voice.
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Let Lou finish speaking: Lou is an excellent listener, but just like in a regular conversation, it's best to wait until he finishes his sentence so he hears everything you say from the beginning.
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Be specific with campus names: Lou knows the campus well! If you are calling about a specific location or department, feel free to name-drop places like "Usdan" or "The Heller School."
| If you need... | Use the Chatbot | Use the Voice Agent |
| Hands-free help while walking to class | ✅ | |
| To upload a screenshot of an error | ✅ | |
| A quick status update on a ticket | ✅ | ✅ |
| Help when your internet is down | ✅ |