On IU Knowledge Base and UITS web pages, you’ll find an icon in the lower right corner to ask a question about tech at IU. Named Kaybee — after the IU Knowledge Base — the chatbot can be a quick way to get answers to the most frequently asked questions about IT at IU.

What is Kaybee?

Kaybee can help with some of the following topics:

• Unable to access your Exchange mail.
• Forgot your passphrase.
• Lost your CrimsonCard.
• Unable to connect to Eduroam or Wi-Fi.
• Forgot your University ID.
• Questions about Duo.
• Registration for a gaming device.
• How to clear your browser cache and cookies.

Kaybee can answer many more questions, and new information is being added daily. If the chatbot is stumped, it can transfer you to a human consultant if you have an IU account and are able to log in.

The chatbot uses artificial intelligence to learn and determine the best answers. Kaybee will become more proficient at providing better responses as more technology questions are asked and it receives more feedback from humans.

How to use it

Initiate a chat session with Kaybee by clicking on the icon in the lower right corner on UITS or Knowledge Base webpages to ask a question about tech at IU. There are a few things you can do to improve your experience with the chatbot and help it to improve.

Tips for searching effectively

Here are some tips for how to best communicate with the chatbot and provide feedback to help Kaybee continue to learn.

• Enter more than one word.
• Check your spelling.
• Ask the chatbot only one question at a time related to a single issue.
• Break multiple issues into separate questions.

Good examples:

• Change my passphrase.
• Supported operating systems IU.

Poor examples:

• Device (too general for the chatbot to answer well).
• How do I locate my cousin’s email address at IU (too specific; too many words).
• Analysis of social change (not related to technology at IU).
• Can’t log into my Exchange email, print at the Wells Library, or access shared folders in Google Drive (three separate issues included in one message).

Giving feedback

To give feedback on a response the chatbot gives, click either the smile or frown icon to indicate whether the response was helpful.

You can provide additional feedback on your interaction When your chat is complete by clicking the X in the top right corner of the chatbot window. You will be given the option to rate the quality of your interaction, as well as request a copy of your chat transcript. This additional feedback will help our team improve the chatbot experience.

You may also email additional feedback directly to uitsbot@iu.edu.

Still need help?

Some issues are best resolved by a live support agent. If you don’t receive the response you expect, you can be transferred to a live chat agent or contact your IT Support Center.