ITS Chatbot (digital support)

The ITS Chatbot is a digital chat service designed to assist with IT-related questions that arise in everyday university life. The service helps users quickly find information about IT services and resolve simple issues directly. It is used in particular for orientation, initial assistance, and searching for information about the services offered by the IT Service Center.

The service is aimed at students, teaching staff and employees. Everyone can use the ITS Bot to get support with IT issues or to find suitable services.

The IT Service Center is responsible for providing both the content and the technical infrastructure.

The ITS Chatbot is an AI-supported chat service that serves as the first point of contact for IT questions. Users can ask questions in natural language and receive direct answers or references to relevant IT services, instructions and support offers. The aim is to facilitate access to information and speed up support processes.

Alternatively, inquiries can be directed to the IT Service Desk or submitted via the ticket system. The IT Service Center's website also provides additional information.

• Answers to IT questions: The service provides quick answers to frequently asked questions about IT services, access and applications.
• Forwarding to suitable services: Users receive pointers to relevant systems, websites or instructions.
• First aid for problems: Initial solutions are offered for typical concerns such as login problems or access issues.

• Students can use the ITS Bot to find out how to reset their password or set up Wi-Fi.
• Teachers can quickly find out which tool is suitable for teaching digital courses.
• Staff can use the service to find suitable software offers or access to internal systems.

An internet-enabled device and an up-to-date web browser are required. For further services, it may also be necessary to log in with a UniAccount.

Access is via the ITS Chatbot web interface. It is not necessary to log in to the service itself for general inquiries. Access control to the publicly accessible chat interface is carried out organizationally and technically via the upstream infrastructure.

Further information is provided via the ITS documentation and support pages.

No training courses are currently offered.

The ITS Chatbot is an experimental service. Requests are transmitted to the GWDG's Chat-AI-API for processing. To answer a message, at most the last two user requests from the chat history are taken into account for context building; older content is not transmitted.

No external commercial AI services are used.

When using the service, care must be taken not to enter any personal or sensitive data. This includes, for example, names, e-mail addresses or student numbers.

Use of this service is subject to the IT Terms of Use. The general terms of use for IT services apply. This service is intended to provide assistance and does not replace official support from the IT Service Center.