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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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HAi Agent Assistant

HAi Agent Assistant is an AI-powered support capability designed to help users work more efficiently within Hornbill. It provides contextual assistance during request handling, helping agents find information faster, make better decisions, and reduce the time taken to resolve issues.

Purpose

The purpose of HAi Agent Assistant is to support analysts during their day to day activities.

  • Surfacing relevant information quickly.
  • Reducing manual effort.
  • Improving consistency in responses and actions.
  • Helping agents resolve requests more efficiently.

Rather than replacing the analyst, HAi Agent Assistant acts as a co-pilot that supports day-to-day service management tasks.

What HAi Agent Assistant can do

Depending on how it is configured and used, HAi Agent Assistant can help with tasks such as:

  • Summarizing requests and conversations.
  • Suggesting next steps for request handling.
  • Identifying useful knowledge or documentation.
  • Assisting with categorization or triage.
  • Helping analysts understand related context more quickly.
  • Drafting helpful responses or internal notes.

This allows support teams to spend less time searching and more time resolving.

Benefits

Using HAi Agent Assistant can provide a number of benefits, including:

  • Faster response and resolution times.
  • Improved analyst productivity.
  • More consistent support outcomes.
  • Quicker access to relevant knowledge.
  • Reduced effort on repetitive administrative tasks.
  • Better support for new or less experienced analysts.

How it supports analysts

HAi Agent Assistant is intended to work alongside support teams by enhancing human decision-making. Analysts remain in control of the work, while the assistant provides guidance, suggestions, and drafted content that can be reviewed and used where appropriate.

This approach helps maintain service quality while making support processes more efficient.

Typical use cases

Examples of where HAi Agent Assistant may be useful include:

  • Reviewing a request and producing a short summary.
  • Helping identify the likely service, category, or next action.
  • Retrieving relevant knowledge to support resolution.
  • Drafting customer-friendly updates.
  • Assisting agents with repetitive support processes.

Summary

HAi Agent Assistant is an intelligent support tool for service management teams. It helps analysts work faster and more effectively by providing context-aware assistance within Hornbill, improving both operational efficiency and the overall support experience.

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