HAi Services
HAi (Hornbill AI) is a suite of generative AI tools built into the Hornbill platform. The platform integrates with AI service providers such as OpenAI and Azure AI to help you work more efficiently.
Before you begin
To use HAi services, you must meet the following requirements:
- Register for the closed beta program. HAi features are currently in a closed beta. You can only access these features after you register. Contact your Hornbill customer success representative to join the program.
- Review fundamentals. Read the HAi fundamentals documentation to understand the core concepts.
Required roles
To manage HAi configurations on your instance, your user account must have the following roles:
| Role | Description |
|---|---|
| Admin | Provides administrative functionality for the Hornbill platform. Only grant this role to platform administrators. |
| HAi Manager | Provides permissions to manage HAi configurations. |
Note: Each individual application may have its own roles that provide additional access to HAi features within that application.
Accessing HAi Services
Steps
- Select Configuration (cog icon) in the lower-left corner of the interface.
- Select the dropdown menu in the top-right corner and choose Platform Configuration.
- Locate the Integration section in the side menu and select HAi Services.
Dashboard
The dashboard provides real-time metrics to help you monitor how your organization uses Hornbill AI. For every interaction, the system calculates an approximate “time saved” value in minutes. The dashboard aggregates these minutes into hours and converts them into financial savings based on your organization’s specific hourly rate.
A dashboard option allows you to select between agent efficiency and deflection.
- Agent Efficiency: The time saved by your agents using generative HAi features that shift routine tasks from humans, reducing manual workloads and routine touchpoints.
- Agent Deflection: The reduction of inbound service desk requests by diverting routine user requests to conversational virtual assistants and intelligent self-service.
The dashboard highlights time and financial savings for the last 30 days and provides a comparison to the previous 30-day period. You can also track usage trends through a monthly view covering the last 12 months.
Savings calculations
Each Hornbill AI feature includes a specific savings calculation. When you use a feature, the system evaluates the time saved in real time and stores the value in the Usage Log as minutes.
The calculation logic depends on the specific task performed. For example:
- Summarizing requests: The system calculates time saved based on the length of the request history and the average human reading rate.
- Generating content: The system calculates time saved based on the amount of text generated and the average human typing rate.
Dashboard settings
You can customize the values on your dashboard by updating the following Core Settings. These settings allow you to align the financial reporting with your local currency and internal costs.
| Setting | Description | Default |
|---|---|---|
generativeAi.dashboard.currencySymbol |
The currency symbol used to display financial savings. | £ |
generativeAi.dashboard.ratePerMinute |
The lowest Full Time Equivalent (FTE) cost per minute based on your currency. | 0.2 |
generativeAi.dashboard.readingRate |
The average number of characters a user reads per minute. | 900 |
generativeAi.dashboard.typingRate |
The average number of characters a user types per minute. | 150 |
Usage Log
The HAi Usage Log provides a record of your organization’s AI activity over the last 30 days. The log displays the most recent 1,000 entries to help you track performance, monitor volume, and manage costs. You can filter these logs by User, Product Area, and Prompt.
The Tokens values for input and output indicate the volume of text processed and generated. These values populate your dashboard to help calculate business savings. Use the Detailed Log to view unformatted input and output payloads, which is helpful when you need to troubleshoot formatting errors.
Log details
The usage log includes the following information:
- Action: The specific location in the Hornbill product where the action started.
- Prompt: The specific Hornbill AI function that was triggered.
- User: The individual who triggered the action. For actions triggered by the Auto Responder or a Business Process, the log displays System as the user.
- Tokens: The size of the request (input) and response (output) measured in tokens.
- Status: The outcome of the action. Statuses include Presented, Accepted, Rejected, or Error. This shows if the result was returned to the user and whether they used or ignored it.
- Detailed Log: The exact payload sent to the Service Provider and the resulting response. System prompts sent to the provider are not included in this log.
Retention
The user interface currently displays logs from the last 30 days. Although the system currently retains all log history, future updates will change how data is stored. In the future, the system will prune the input and output text after 30 days and only the specific details of the request will remain.
Monitoring
HAi logs usage data so you can demonstrate the value added to your business and troubleshoot technical issues. Hornbill occasionally reviews these logs to monitor usage trends and improve the quality of prompt outputs.
Hornbill maintains customer data confidentiality. The Hornbill AI Team anonymizes any logs they review before removing them from your customer instance. For more information, see section 6 of the Hornbill Subscription Agreement.
Providers
Hornbill integrates with AI service providers such as OpenAI and Microsoft Azure. The Hornbill ESP integration layer connects these AI services to Hornbill applications and features. This architecture allows you to choose specific providers and models that meet your organization’s requirements.
The Hornbill ESP platform provides a point and click interface to configure these integrations. The platform uses real-time result streaming to ensure a responsive experience when you use HAi features.
Available providers
The following HAi service providers are available for selection:
| Provider | Usage | Description |
|---|---|---|
| OpenAI (US International) | Free | Data is processed in OpenAI data centers located in the United States. Hornbill manages the costs for all usage with this provider. |
| OpenAI (Customer Provided) | Premium | You provide credentials for your own OpenAI account. This option provides full access to OpenAI service reporting, statistics, and usage controls. |
| Microsoft Azure (US) | Premium | Data is processed in Microsoft Azure data centers located in the United States. Hornbill manages the costs for all usage with this provider. |
| Microsoft Azure (EU) | Premium | Data is processed in Microsoft Azure data centers located in the European Union. Hornbill manages the costs for all usage with this provider. |
| Microsoft Azure (Customer Provided) | Premium | You provide credentials for your own Microsoft Azure account. This option provides full access to Microsoft Azure AI reporting, statistics, and usage controls. |
Settings
Configuration
- HAi Agent Assistant: Enable the virtual assistant for your agents, within Hornbill.
- HAi User Assistant: Enable the virtual assistant for your end users, available in the Employee Portal.
- HAi Search: Enable AI Search for HAi and the HAi Assistants.
- HAi Insights: Enable HAi Insights in the right hand sidebar of the Hornbill interface. This feature provides AI-generated insights and recommendations based on your current context.
HAi Search Indexes
The availability of the HAi indexes in your environment is critical to providing search results. When HAi is first enabled, the indexes can take up to 72 hours before they are fully built and available. The following indexes are provided for HAi Search:
- Requests
- Catalogs
- FAQs
- Published Requests
- Services
- Articles
HAi Agent Assistant
- Guardrails: Hornbill HAi provides the guardrails, allowing organizations to set custom boundaries that control how or what the HAi Agent Assistant can access. Once enabled, you can provide HAi prompts to set boundaries for the HAi Agent Assistant. For example, you can restrict access to sensitive data or limit the types of actions the assistant can perform.
- Customization: Enable Customization options for the HAi Agent Assistant. Using HAi prompts, you can customize the tone and style of the responses generated by the HAi Agent Assistant.
HAi User Assistant
- User Guardrails: Hornbill HAi provides the guardrails, allowing organizations to set custom boundaries that control how or what the HAi User Assistant can access. Once enabled, you can provide HAi prompts to set boundaries for the HAi User Assistant. For example, you can restrict access to sensitive data or limit the types of actions the assistant can perform.
- User Customization: Enable Customization options for the HAi Assistant. Using HAi prompts, you can customize the tone and style of the responses generated by the HAi User Assistant.