Introducing Ask Lou: Brandeis ITS AI Support
ITS is committed to providing the community with seamless, 24/7 access to technical support. As part of our ongoing effort to modernize campus technology, including our recent transition to Zoom Phone, ITS is excited to introduce "Ask Lou", our new AI-powered support suite. Named in honor of Louis Brandeis, "Ask Lou" serves as your first point of contact for troubleshooting and information, ensuring you get the answers you need without waiting in a queue.
"Ask Lou" is powered by Zoom’s advanced AI Virtual Agent technology. By integrating this system into our support ecosystem, we can provide instant, accurate assistance for high-volume requests like password resets, Wi-Fi configuration, and navigating campus systems like Workday and Moodle. Whether you are chatting with Lou on our website or speaking with the voice assistant over the phone, our goal is to get you back to your work, studies, or research as quickly as possible.
How to Interact with "Ask Lou"
Using the "Ask Lou" Chatbot
The chatbot is located on the ITS homepage and is your best resource for finding links, software guides, and quick fixes. To get the best results, treat the chat like a search engine with context.
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Use Keywords First: Start with the specific service (e.g., "Workday," "Eduroam," or "Duo").
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State the Problem, Not Just the Symptom: Instead of saying "It's broken," try "I cannot connect to the Brandeis guest Wi-Fi on my laptop."
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One Question at a Time: AI handles single-task requests better than a "wall of text" containing multiple different issues.
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Look for Buttons: If Lou provides "Quick Reply" buttons, use them! They are designed to lead you down the fastest path to a solution.
Using the "Ask Lou" Voice Assistant
When you call the ITS Help Desk, you may be greeted by the "Ask Lou" Voice Assistant. It is designed to understand natural language but is most effective when you speak clearly.
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Wait for the Prompt: Let Lou finish the sentence before you speak to ensure the system is "listening."
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Speak Naturally: You don't need to talk like a robot, but try to avoid "filler" words like "umms" and "ahhs."
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Be Specific with Names: If you are calling about a specific location or department (e.g., "Usdan" or "The Heller School"), speak those names clearly.
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Have Your ID Ready: Lou may ask for your Brandeis ID number, please have these ready before you dial.
Which one should I use?
To help you choose the right path, use this quick comparison table:
| If you need... | Use the Chatbot | Use the Voice Agent |
| A link to a Knowledge Base article | ✅ | |
| 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 | ✅ |