Launching Amplified Support for GWfE Agent (Chatbot) Beta [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 and can provide solutions through simple prompting inquiries. 

Timeline

February 21, 2025
Beta Activation Date

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

Participation and feedback

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. 

Participation and Feedback 

As a valued customer, your feedback is crucial to this tool's ongoing development and refinement. We encourage you to engage with the Agent regularly, submit questions, and provide feedback.  

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. 

Contact Information 

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

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