IT Help Chat & IT Help Voice
The IT Help Chatbot (miamioh.edu/itchat) and Voicebot (513-529-7900) uses modern Artificial Intelligence (AI) as the first point of contact. IT Help technicians are standing by 24/7 x 365 to assist you if the bot is unable to assist. If they cannot solve your problem or answer your question, they will escalate your case to an expert solver team who will pick up where they leave off.
Responsible Use of AI
Miami University’s IT support environment may use artificial intelligence tools to enhance service delivery, improve responsiveness, and help provide timely support for common requests. These tools are intended to assist users by delivering faster access to information and support resources while maintaining a strong commitment to privacy, transparency, and service quality.
Miami University and its support partners believe AI should be used responsibly and thoughtfully. AI-enabled services are designed to support—not replace—appropriate human judgment, accountability, and care. Our approach to responsible AI includes:
- Data Privacy and Protection: We are committed to protecting personal, institutional, and support-related information. AIenabled tools are used with appropriate safeguards designed to support the confidentiality, integrity, and secure handling of data.
- Human Oversight: AI-assisted services remain subject to human oversight and intervention where appropriate. Sensitive, complex, or account-specific matters may be escalated to live support personnel to ensure users receive the appropriate level of assistance.
- Ethical and Appropriate Use: AI tools are used in a manner intended to support fairness, appropriateness, and responsible service delivery. These tools are not intended to make high-risk decisions independently or replace institutional policies, procedures, or professional judgment.
- Accuracy and Continuous Improvement: AI-generated responses and workflows are monitored and reviewed over time to improve quality, reduce errors, and better align with user needs and institutional expectations.
- Transparency: When users are interacting with an AI-enabled support experience, our goal is to make that experience clear and understandable. Users should know when automation is being used as part of the support process.
- Escalation to Live Support: When an issue requires additional review, account-specific troubleshooting, or human judgment, the interaction may be transferred or escalated to a live support representative.
Miami University’s goal is to use AI in a way that strengthens the user experience, supports service excellence, and reflects the institution’s commitment to trust, privacy, and responsible innovation.