Wingman#

Overview#

Automate provides a Wingman Chat AI assistant in the Admin portal that can be activated by a user from any form.

Data Privacy & Architecture Overview#

VOSS uses Microsoft Azure OpenAI Service to provide generative AI capabilities. Customer Data, Prompts, and Completions sent to the VOSS Azure OpenAI instance are not available to other customers or OpenAI and are not used to train base models or improve Microsoft or third-party products without permission.

Azure OpenAI models are stateless in the sense that prompts and completions are not stored in the model itself. In VOSS’s current implementation, we do not use Azure OpenAI stateful storage features such as Responses API message history, Assistants Threads, or stored completions. Where VOSS persists AI history, that persistence occurs only in the deployment’s system of record as described below. (Note: Microsoft preview features may follow different privacy practices.)

1. Deployment Architecture & Data Processing

In our current architecture, inference requests are sent to a VOSS Azure OpenAI resource deployed in East US (Virginia). Data required for inference is therefore processed in that geography. Azure OpenAI applies guardrails and abuse-monitoring controls as part of normal service operation. If stricter geographic processing requirements apply, Azure also offers regional and Data Zone deployment models which can be explored.

Depending on your integration, the VOSS platform is deployed using one of two primary models:

  • Scenario A: Customer Environment (On-Premises)

    System of Record (Persistent Storage): The VOSS platform is hosted within your own Customer Environment. All persisted customer data, including persisted AI chat history and prompts stored by VOSS, remains within your environment and under your control.

    Transient AI Processing: Content submitted for live inference is transmitted to the VOSS Azure OpenAI resource in East US for processing.

  • Scenario B: VOSS-Hosted SaaS

    System of Record (Persistent Storage): VOSS hosts the platform in a secure Azure subscription located in the geography as agreed with the customer. All persistent application data and persisted AI history are stored in this deployment’s database.

    Transient AI Processing: Real-time inference is routed to the VOSS Azure OpenAI resource in East US.

2. Security Controls & Abuse Monitoring

To ensure data remains secure while utilizing US-based inference, the following controls and Microsoft policies apply:

  • Guardrails and Abuse Monitoring: As part of its safety controls, Azure OpenAI evaluates prompts and completions for policy violations and indicators of potentially abusive use. By default, content that is flagged by these controls, or associated with a potentially abusive pattern of use, may be subject to further review. This review is conducted primarily by automated means, but in some cases may include review by authorized Microsoft employees under restricted access controls. Microsoft states that customers approved for Modified Abuse Monitoring do not undergo the abuse-monitoring storage and human-review process described above, although automated review may still occur.

  • Network Transport Security: Communication between the VOSS platform and Azure OpenAI is secured using HTTPS/TLS encryption in transit. VOSS does not currently support Azure Private Link / private endpoints for this integration. For customer on-premises deployments, inference traffic is sent from the customer environment to the Azure OpenAI endpoint over standard secure network paths.

  • Legal Transfer Mechanisms: International data transfers to the US are governed by the EU-U.S. Data Privacy Framework, the UK Extension to the EU-U.S. Data Privacy Framework, the Swiss-U.S. Data Privacy Framework and the Microsoft DPA with EU Standard Contractual Clauses.

Enabling Wingman Chat#

Wingman Chat is enabled by default, and can be disabled and enabled sysadmin users and admins with access to the data/Settings model.

For details, see Enable Wingman chat:

Wingman requires internet access (to Microsoft Azure) and supports connecting via a web proxy. This can be configured by sysadmin users and admins with access to the data/Settings model and the Web Proxy menu. For details, see Wingman web proxy and Set up a Web Proxy.

Note

  • A user role should also be associated with an Access Profile that has Wingman Chat enabled under the Miscellaneous Permissions. From release 24.1, default administrator roles have this permission enabled and an upgrade to 24.1 enables this permission on all existing access profiles.

  • In order to first use Wingman, an initial manual sync step is required - See: Insights Analytics in the Platform Guide.

For details on Access Profiles and the required administrator level to manage these settings, see:

Using Wingman#

Note

While we strive to ensure and will continue to improve on chatbot accuracy in future releases, the correctness, completeness, or reliability of all results and documentation links is not guaranteed.

  1. Click the Wingman icon on the Automate Admin Portal toolbar to launch the chat pane.

    ../../_images/wingman-icon.png

  2. In the chat pane, select the Menu icon (3 dots) adjacent to the New Chat title to display chat history, size and help options for using Wingman Chat:

    ../../_images/wingman-chat-menu.png

    You can also resize the chat pane by dragging the resize button in the left frame. The help menu item opens a list of instruction types and examples that can be selected to test the Wingman response.


../../_images/wingman-chat-help.png

Conversation context and chat history#

Wingman retains the context of the current conversation when follow-up questions are asked. For example, if a question is: “many phones?”, then a follow-up question: “by site” will be interpreted within the context of phones, in other words, “how many phones by site”.

A user’s chat history (up to 100 conversations) is available to the user in the Chat History drop-down.

This user chat history is persistent across sessions and is grouped in TODAY, THIS WEEK and OLDER lists.

Chat history entries can be searched and managed (deleted and re-used), allowing for access to useful and repeatable queries.

../../_images/wingman-edit-history.png

Wingman task types#

Three types of tasks can be carried out - each selected by using an appropriate prefix phrase in your chat input:

Show me/List all/How many/Troubleshooting#

Look up data on the platform.

  • For “Show me” questions, the reply can be rendered in a chart.

    ../../_images/wingman-num-inv-by-status.png

    Date ranges can also be included into questions, for example: “show me transactions for this week”. The list below provides an indication of the calculation of the date range based on the phrase in the question:

    • today: from 00:00:00 (UTC) to 23:59:59 (UTC) of the current day.

    • yesterday: from 00:00:00 (UTC) to 23:59:59 (UTC) of the previous day, in other words, the full 24 hour period of the previous day.

    • last week: from 00:00:00 (UTC) last Monday to Sunday 23:59:59 (UTC).

    • last month: from 00:00:00 (UTC) of the first day of the preceding month to 23:59:59 (UTC) of the last day of the preceding month.

    • last year: from 00:00:00 (UTC) of the first day of the previous year to 23:59:59 (UTC) of the last day of the previous year.

    • this week: from 00:00:00 (UTC) of the first day of the current week to 23:59:59 (UTC) of the last day of the current week.

    • this month: from 00:00:00 (UTC) of the first day of the current month to 23:59:59 (UTC) of the last day of the current month.

    • this year: from 00:00:00 (UTC) of the first day of the current year to 23:59:59 (UTC) of the last day of the current year.

    • since <specified date>: from 00:00:00 (UTC) of the specified date to 23:59:59 (UTC) of the current day.

    • since <phrase>: Match start date time to the phrase, but end date must be today’s date time. Examples:

      • since last week: from 00:00:00 (UTC) last Monday to today’s date.

      • since yesterday: from 00:00:00 (UTC) to 23:59:59 (UTC) of the previous day to today’s date.

    When queries are made without an explicit date range, the default behaviour is “since last week”, for example, if a query was made on September 6th, 2024 at 12:55 UTC:

    ../../_images/wingman-showme-chart-default-date-range.png

    Icons below replies show options to change the chart or output format.

  • For “How many” questions, Wingman by default responds by showing a bar chart with the count of the data found.

  • For “List all” questions, Wingman by default responds by showing a table with the data found.

    ../../_images/wingman-list-all.png

  • Questions can also be asked about transactions, for example:

    • Are there any failed transactions?

    • Why did it fail?

    • Which transactions are there?

    • Show me the logs of all severities

  • Troubleshooting questions can be asked whereby Wingman will follow a detailed playbook to provide a structured problem diagnosis and report.

    Important

    For the current release of Automate, only a Call Quality playbook is available to Wingman for troubleshooting, so troubleshooting questions need to be about call quality. More troubleshooting playbooks will be added as the most common cases are identified by customers and VOSS Support.

    For example, a question such as:

    “Investigate call issues for user Martina Leon over the last 6 months”

    This will return:

    • The set of troubleshooting steps to be carried out

      ../../_images/wingman-playbook-example1.png

    • A detailed troubleshooting diagnosis and possible solutions, as shown in the images below:

      ../../_images/wingman-playbook-example2.png

      ../../_images/wingman-playbook-example3.png

Note

  • Wingman will use the permitted dashboard resources in a user’s access profile as valid data lookup options.

  • Data sources are: Wingman data sources. If a question does not refer to these sources, Wingman responds with the friendly names of these sources as available data sources.

  • Count results (in tables or charts) are dependent on the hierarchy at which the user is, as well as the user role permissions when using the Wingman chat interface.

    The example below shows responses where an admin user navigates down to a site level hierarchy and asks: “List all users with last name Smith” (result: No Data to display.) and then navigates to a provider level and repeats the question (result: table):

    ../../_images/wingman-hierarchy.png

  • “How many” and “Show me” questions use the Insights data source that is available from release 24.1 and is also used to create dashboard widgets. For details, see: Introduction to VOSS dashboards. This means that while questions for data can be refined by also specifying a single provider, reseller or customer or site hierarchy name in the question, questions do not return data when a question specifies all hierarchies.

I need/want to#

Wingman Chat responds with action recommendations or instructions and with a Go now link - based on user’s menu layout - to the appropriate form, dashboard or feature.

../../_images/wingman-follow-link.png

The Go now links use the following models for the matching tasks:

  • Onboard a new multi-vendor user

    view/AddSubscriberFromProfile

  • Onboard a new Microsoft user

    view/MicrosoftSubscriberQas

  • Onboard a new Cisco user

    view/QuickSubscriber

  • Create a new Cisco phone

    view/AddPhone

  • Add a range of numbers to the number inventory

    view/NumberInventoryRangeMgmtVIEW

How do I/What is/Tell me about/Explain#

Formulate questions that start with these words to ask documentation questions about the product.

Wingman responds with:

  • a summarized answer

  • a set of generated reference links to the full documentation on the documentation portal that may be relevant

    ../../_images/wingman-how-do-i.png

Wingman data sources#

The table describes the list of Automate data sources that are available to Wingman when Show me/List all/How many - type questions are asked.

Wingman Data Sources#

model_type

friendly_name

data/MonitoringCluster

Monitoring Platform Cluster

data/MonitoringQueue

Monitoring Transaction Queue

data/MonitoringSessions

Monitoring Sessions

data/MetricDatabaseCollectionStats

Monitoring Database Stats

data/LicenseAuditCounts

Automate License Counts

data/BaseSiteDAT

Site

data/CountLimit

Subscriber Count Limit

data/HcsDpDNE164AssociateDAT

E164 Number Association

data/HcsDpE164InventoryDAT

E164 Number Inventory

data/HcsEntitlementProfileDAT

Entitlement Profile

data/HierarchyNode

Hierarchy

data/InternalNumberInventory

Number Inventory

data/MicrosoftSubscriberQasStaging

Microsoft Subscriber Staging

data/User

User

device/cuc/User

Cisco CUC User

device/cuc/UserLicense

Cisco CUC User License

device/cuc/Callhandler

Cisco CUC Call Handler

device/cucm/CallPickupGroup

Cisco UCM Call Pickup Group

device/cucm/DeviceProfile

Cisco UCM Device Profile

device/cucm/Gateway

Cisco UCM Gateway

device/cucm/GatewaySccpEndpoints

Cisco UCM Gateway SCCP Endpoints

device/cucm/HcsLicense

Cisco UCM License

device/cucm/HuntList

Cisco UCM Hunt List

device/cucm/HuntPilot

Cisco UCM Hunt Pilot

device/cucm/LicensingResourceUsage

Cisco UCM Licensing Resource Usage

device/cucm/Line

Cisco UCM Line

device/cucm/LineGroup

Cisco UCM Line Group

device/cucm/Phone

Cisco UCM Phone

device/cucm/PhoneType

Cisco UCM Phone Type

device/cucm/RemoteDestination

Cisco UCM Remote Destination

device/cucm/RemoteDestinationProfile

Cisco UCM Remote Destination Profile

device/cucm/User

Cisco UCM User

device/pexip/Conference

Pexip Conference

device/pexip/ConferenceAlias

Pexip Conference Alias

device/msexchangeonline/UserMailbox

Microsoft Exchange Online User Mailbox

device/msgraph/MsolAccountSku

Microsoft O365 User SKU

device/msgraph/MsolUser

Microsoft O365 User

device/msteamsonline/CsAutoAttendant

Microsoft Teams Auto Attendant

device/msteamsonline/CsCallQueue

Microsoft Teams Call Queue

device/msteamsonline/CsOnlineUser

Microsoft Teams User

device/msteamsonline/CsTeamsClientConfiguration

Microsoft Teams Client Configuration

device/spark/Announcements

Webex Calling Announcements

device/spark/AutoAttendants

Webex Calling Auto Attendants

device/spark/CallParkExtensions

Webex Calling Call Park Extensions

device/spark/CallParkGroup

Webex Calling Call Park Group

device/spark/CallPickup

Webex Calling Call Pickup

device/spark/Device

Webex Calling Device

device/spark/HuntGroup

Webex Calling Hunt Group

device/spark/Group

Webex Calling Group

device/spark/License

Webex Calling License

device/spark/Place

Webex Calling Place

device/spark/Number

Webex Calling Number

device/spark/Schedules

Webex Calling Schedule

device/spark/Team

Webex Calling Team

device/spark/User

Webex Calling User

device/uccx/Agent

Cisco UCCX Agent

device/webex/User

Cisco Webex User