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AurionAI

Service catalog

3 min readBy Emmanuel Yazbeck

The service catalog lists what callers can request from your IT team, for example a new laptop or access to an application. The voice agent offers these items on calls and creates service requests in your ITSM tool. On the Service Catalog page you load the categories from your ITSM tool, choose which ones the voice agent offers, and set their order.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile.
  • You have the Owner or Admin role. Other users see Access Denied.
  • An ITSM tool is connected, and its service catalog has categories. Read Connect your ITSM and CS tools.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the Knowledge category.
  3. Select Service Catalog.

The page has two cards: Service Catalog Sync and Service Categories.

The Service Catalog page with the sync card and the category list.

Load the categories from your ITSM tool

  1. In the Service Catalog Sync card, select Sync Now.
  2. Wait until the sync ends. A message shows how many categories were created, updated and removed.

The card shows Total Categories, Visible, Hidden, Default Set and the time of the last sync.

To sync automatically, select a value in Auto-sync Frequency: Every 2 hours, Every 4 hours, Every 8 hours or Every 24 hours. Automatic sync is off until you select a value. Selecting a value turns it on. The field can already show Every 24 hours while automatic sync is off. Select the value to turn it on.

Choose what the voice agent offers

In the Service Categories card:

  1. For each category, turn the switch on to offer it, or off to hide it. Hidden categories won't appear in the voice agent's service catalog. Drag to set the display order.
  2. Drag the categories into the order that you want.
  3. In Default Category, select a category, or No default. When a caller doesn't specify a category, this one is used automatically. The default category shows the Default badge.
  4. Select Save Changes.

Result

The voice agent offers only the visible categories. It reads this list when a call starts, so a change applies to calls that start after you save. In rare cases a new call can still use the old list for up to one minute after you save. Callers who ask for an item in a hidden category do not get it from the voice agent.

If something goes wrong

  • Skipped — no ITSM provider configured Connect your ITSM tool first. Read Connect your ITSM and CS tools.
  • Failed to sync service catalog Check the connection of your ITSM tool, then select Sync Now again.
  • The sync ended with errors. Some categories could not be loaded. The card shows the number of errors of the last sync. Check the categories in your ITSM tool and sync again.
  • Failed to load service catalog configuration. Reload the page.
  • The page is not in the menu. It is part of the AI Voice and AI Voice + Helpdesk profiles only.

Still stuck? Submit a request or .