Problem statement

The Hybrid Cloud Console hosts almost 50 different services, each with their own content and processes. It can be difficult for users to find the information they need or receive any detailed assistance with problems they might have. We introduced search on the console to allow users to easily navigate to specific services, but we are seeing users attempt to utilize search to receive more in-depth assistance: troubleshooting error messages, walking through processes, etc. Although one chat solution has been utilized on various parts of the console, it does not currently integrate with the backend of the console to retrieve information or complete tasks on behalf of a user.

Business justification

Users are accustomed to using virtual assistants via chat interfaces on various platforms to receive help, ask questions, and complete basic tasks. Users are already using the search functionality with the expectation that it can assist with complex queries, rather than simply pointing them to a service page. With the rise of AI and popularization of tools like ChatGPT, HCC should rise to meet the expectations of users and save valuable resource time through automation of basic tasks.