Launching Amplified Support for GWfE Agent [ACTION REQUIRED]

CDW Education is excited to announce the CDW Amplified Support Agent launch, a new generative AI tool designed to assist IT administrators in resolving Google Workspace and Chrome OS-related issues within their domains. This tool will be available to those with an Amplified Support subscription, including Basic, Essential, and Higher Education support subscriptions, and can provide solutions through simple prompting inquiries.

Action Required 

• If you prefer to opt-out your school from accessing the Amplified Support Agent, please complete the 
  opt-out form linked here.
• Additionally, to prevent students from accessing the Agent, use content filtering to block access to https://cdw.chatbot.aisera.net.

Warning: If no action is taken, your school admins will have access to the Agent.

What You'll Learn

In this article we’ll cover:

Key features

How to use the Agent

Viewing support tickets via the Agent

Who to contact with questions

Key Features 

• On-Demand Agent Interaction: The Agent is trained on CDW’s extensive knowledge base of Google for Education support and updates data.
• Edu Specific Insight: Provides proprietary insights and recommendations tailored to educational institutions.
• Seamless Support Transfer: The Agent can submit a support ticket to the dedicated Edu support team. 

How to Use the Agent 

1. Access the CDW Education Help Center:
2. Create Your Account:
   • Click the Sign in button in the upper right corner.
   • Select Sign in with Google and choose the user account associated with your Google Workspace domain.
3. Log in to the CDW Education Help Center.
4. You will see the Virtual Assistant icon at the bottom right of the page when you launch the help center.
   
5. Enter your support request in the provided box,
   
   and the Agent will generate a response.
   
6. Submit Questions and Provide Feedback:
   • If the response is accurate and helpful, give it a thumbs up.
   • If the response is inadequate, select the thumbs-down, and the Agent will present several options.
     
   • Choose Something else to provide detailed feedback in the prompt box.
7. Create a Support Ticket:
   • If the Agent's response is not sufficient, you can create a support ticket to be connected to the support team. 
     

View Support Tickets in the Agent 

Open the Agent and enter View Tickets to see your support ticket status, priority, and description. 

Understanding the Layers of Help Center Search and AI Support

Our help center offers multiple layers of search and AI-powered support to help users find the information they need. 

• The standard help center search uses keyword matching to return articles based on the presence of those terms in the content.
• Generative search enhances this by utilizing AI to evaluate the top-matching articles and generate a natural language response based on their content, providing a more conversational and context-aware answer.
• In contrast, our AI agent, as described in this article, goes beyond search by engaging in real-time dialogue, understanding user intent, and delivering tailored responses or actions based on deeper integrations with your systems and workflows.

Contact Information 

For any questions about the CDW Amplified Support Agent, contact your Google Customer Success Specialist. 

See the CDW Education Privacy Disclosure for details on the security and privacy of your school’s data.