A Stronger AI Support Experience, Designed Around Your Feedback
Summary: The discussion, initiated by ResGurka, presents an upgrade to the LogicMonitor support experience through an enhanced AI-powered support agent. This upgrade aims to provide faster, more accurate support with improvements in knowledge retrieval, intent detection, and a modernized chat interface. Kelemvor expressed the need for audible notifications when a tech joins the chat, a feature they valued in the old system, and ResGurka acknowledged it as a priority. jangaraj shared a technical preview for integrating AI/human support chat seamlessly within the portal, emphasizing a better user experience. Meanwhile, Egis and eleaman reported issues with the new update, including connection errors and difficulties accessing the chatbot, with xavier offering to help investigate the latter's issue.
We’re excited to share an upgrade to the LogicMonitor support experience: a newly enhanced AI-powered support agent built to deliver faster, more accurate answers and a smoother overall workflow.
As you know, we've continuously updated our support experience based on customer feedback. This improved AI support agent brings three key advancements:
1. Smarter Knowledge Retrieval and Intent Detection
The AI support agent better understands your questions and pulls the most relevant content from our support knowledge base. This results in clearer, more consistent guidance, especially for how-to and troubleshooting topics. In addition, with intent detection, the AI support agent will more efficiently connect you with our support team if unable to answer your inquiry.
2. Knowledge Gap Agent for Continuous Improvement
When the AI support agent identifies missing or incomplete documentation, it flags the gap and suggests improvements. This helps us keep our articles aligned with real customer needs and supports continuous, scalable improvement of the AI support agent.
3. A Modern, Streamlined Chat Interface
We’ve redesigned the support chat experience to make conversations more readable, easier to navigate and more efficient at routing to our teams.
When to Use the AI Support Agent
The AI support agent performs best when your question can be answered by LogicMonitor’s support documentation. If you’re looking to understand how something works, why something behaves a certain way, or what best practices to follow, the AI support agent is a strong first stop.
Best Use Cases for the AI Support Agent
“How do I do X in LogicMonitor?”
“I’m not receiving data on my Linux/Windows/network device—what should I check?”
“What are best practices for alert tuning or managing devices?”
For these types of questions, the AI support agent can get you to the right answer quickly.
When the AI Support Agent Won’t Have the Context It Needs
The AI support agent does not have access to customer portal data or internal configuration details. For environment-specific questions, you’ll still want to work directly with our support team.
Limitations for the AI Support Agent:
“I’m receiving alert LMD7896453—what does this mean for my deployment?”
“Build me a custom DataSource for my environment.”
“Who won the 1996 SuperBowl?”
In these cases, the AI support agent should route you to our support team.
Always Able to Connect You to a Human
If at any point you prefer to work directly with our support team, you can simply type:
“create a case”, “chat with engineer”, “live agent”, or anything similar.
In addition, when the AI support agent provides a response to a technical question, you’ll have the option to get routed to our support team via the button “No I need more help”.
The AI support agent will offer your chat/ticket options and then route your inquiry to our team accordingly.
Why This Matters
Our aim is to reduce friction, provide faster access to answers, and help you resolve issues more efficiently. By using the AI support agent for documentation-driven questions and switching to a human when needed, you’ll get a more streamlined end-to-end experience.
eleaman
·8 months agoHow do we use this? I have no button for a chatbot as far as I can tell. When I go to my support page there is no link for a bot or to start a chat or anything. I'm stuck not being able to open support cases.
Francisco Casares
·8 months agohey eleaman, I've messaged you to investigate the issue.
Egis
·8 months agoI am no longer able to raise a case with the new update. After submitting all the case details - “Connection error” message.
Jan Garaj
·8 months agoMy technical preview on Youtube: https://www.youtube.com/watch?v=ijayj6XLEq0
Jan Garaj
·8 months agoI would like to have that AI/human support chat directly in the portal, with modern UI/UX: movable, resizable, with optional sound notification, ....
I implemented technical preview how it should work in real life:
[](https://www.youtube.com/watch?v=ijayj6XLEq0)
Seamless Support, Right Where You Work Experience a more fluid way to get help with integrated chat interface.
- Zero Context Switching: Chat directly within the portal without navigating away.
- Sticky & Flexible: The window stays active while you work; resize or move it anywhere on your screen.
- Never Miss an Update: Optional sound alerts notify you the moment a support agent or AI responds.
- Persistent Sessions: Your conversation history stays put, even if you refresh or move between pages.
- Familiar Interface: Look for the "magic sparkle" icon to start a conversation with our AI or human team.
Implemented as a browser extension to provide integrated functionality where LogicMonitor modules are not yet supported. This tool mirrors the standard support portal features but offers a superior, non-disruptive UI/UX.
I want this native user experience, please.
ResGurka
OP8 months agoHi Kelemvor,
Thanks for the feedback. We definitely have this on the backlog and are working with the appropriate teams to get this on the roadmap. We'll let Community know if we have further updates.
Res
Kel L
·8 months agoStill no way to get an audible notification when a tech joins the chat? That was a very valuable feature of the Old system. Since it sometimes takes over an hour to get a rep, and I can't sit and stare at the chat window all day. I need to be able to keep working and get a "Ding" when someone joins so I can go find the chat window and bring it up. That feature is sorely missed.