Halo
Included in every Halo licence

The Halo AI Chatbot —
Answers. Actions. Always On.

Deflect repetitive IT requests, automate service actions, and give every employee 24/7 self-service — without scripted menus or a separate chatbot platform. Powered by LLMs, trained on your knowledge base, connected directly to Halo.

See it in action Explore all Halo AI
No scripted menus / LLM-powered
Teams & Slack ready / Deploy anywhere
Action-capable / Not just answers

Halo AI Chatbot

● Online — always available

I can't access SharePoint — permission error every time.

Found a knowledge article — this is usually a licence assignment issue in Azure AD. Want me to walk you through it, or raise it for IT?

Log it for IT please.

Done. Incident #4821 raised and routed to 1st Line — Priority 2.

Ticket raised — you'll get email updates.
Ask anything, or request a service...

What makes it different

Not a scripted menu.
A proper conversation.

Most service desk chatbots are decision trees in disguise — press 1 for this, press 2 for that, get stuck, give up. The Halo AI Chatbot is powered by a large language model, trained on your knowledge base, and connected to your live Halo data. Employees describe their problem in plain language and get a real answer — or a real action.

LLM-powered understanding

Uses OpenAI or Azure OpenAI to understand natural language — no rigid command structure, no fallback loops.

Action-capable, not just answer-capable

Raises tickets, checks status, triggers workflows, escalates to agents — all within the conversation, via configurable action steps.

Trained on your knowledge base

Searches your Halo KB using Azure AI Search before responding — answers are grounded in your own content, not generic AI output.

Multilingual by default

AI translation built in — employees interact in their own language. Detects and responds across languages automatically.

Capability
Scripted Bot
Halo AI Chatbot
Natural language
✗
✓
Raise tickets
~
✓
Search your KB
✗
✓
Trigger workflows
✗
✓
Check ticket status
✗
✓
Multilingual
✗
✓
Included in licence
✗
✓

Action steps

It doesn't just answer.
It does things.

Action steps are pre-configured instructions that let the chatbot execute real tasks inside Halo — raise tickets, trigger workflows, check status — on behalf of the user.

Search & Answer

Searches your Halo knowledge base using Azure AI Search and formulates an accurate, grounded response. Answers are sourced from your own content — not generic AI output.

Raise an Incident or Request

Captures the user's details and creates a structured, correctly categorised ticket in Halo — with the right priority, team assignment, and routing. No agent needed.

Check Ticket Status

Gives users instant visibility of their open cases. "What's happening with my request?" gets a real, live answer from Halo — no login or portal navigation required.

Trigger a Service Request

Initiates fulfilment workflows from a conversation — equipment requests, access provisioning, onboarding tasks. Collects what it needs, then fires the workflow.

Respond in Any Language

AI translation powered by Azure Cognitive Services — the chatbot detects language and responds naturally. No manual configuration per language required.

Escalate to a Live Agent

When the chatbot can't resolve something, it hands off cleanly to a human agent — passing full conversation context so the user doesn't have to repeat themselves.

Setup & configuration

You decide what it can do.

Action steps are configured inside Halo by your admin — or by Allied ESM as part of implementation. You define exactly which actions the chatbot is allowed to take, in which context, with which conditions. Nothing happens outside the boundaries you set.

  • Named action steps — each has a clear name, description, and conditions that must be met before it fires

  • Linked to your workflows — connects directly to Halo automations, ticket types, and service catalogue items you've already built

  • No coding required — configured entirely within the Halo UI. Allied ESM sets these up during implementation and trains your team to maintain them

  • Expandable over time — start with a handful of actions and add more as confidence grows

Halo — Chatbot Action Step Configuration

Configured action steps

Search knowledge base

User asks question → search KB → respond with answer

Active

Raise an incident

User wants to log issue → collect details → create ticket

Active

Check my open tickets

User asks about status → return open tickets for user

Active

Request new equipment

User requests hardware → submit service request

Draft
+ Add action step

Deployment

Meet employees where they already work.

One chatbot, multiple surfaces. Deploy to your self-service portal, Microsoft Teams, Slack, or any internal page — all from the same Halo configuration.

Self-Service Portal

Embedded on the Halo portal — the first thing employees see when they need help.

Microsoft Teams

Raise tickets and check status without leaving Teams. One app, fully integrated.

Slack

IT support in the tool your team already lives in. No context switching.

Web Embed

Add to your intranet or any internal page with a single script tag.

Allied ESM implementation

We set it up.
You get the results.

Getting the Halo AI Chatbot working well takes more than switching it on. The difference between a chatbot that deflects tickets and one that frustrates employees is in the configuration — action steps, KB quality, conversation design, and channel setup.

Allied ESM handles the full setup as part of every Halo implementation: we configure your action steps, populate your KB, test the conversation flows, and hand over with your team trained to maintain and extend it.

Talk to us about implementation

Action step design

We design the action steps that matter most for your use case — matched to your service catalogue and ticket types.

Knowledge base population

We structure and populate your Halo KB so the chatbot has high-quality content to draw from from day one.

Team handover & training

Your team leaves implementation confident to add new action steps, update KB articles, and extend the chatbot without our help.

FAQ

Common questions

Is this the same as the Halo Virtual Agent?
The terms are used interchangeably in the Halo platform. The Halo AI Chatbot is the modern, LLM-powered conversational experience — powered by OpenAI or Azure OpenAI, connected to your KB via AI Search, and capable of executing action steps. It's the same product referred to as the Virtual Agent in Halo's documentation.
Does it work in Microsoft Teams?
Yes. The Halo AI Chatbot can be deployed as a Teams app so employees can raise tickets, check status, and request services without leaving Teams. The same action steps and KB configuration apply — no separate Teams version to maintain.
Can it raise tickets automatically without agent involvement?
Yes — this is one of the core action steps. When a user asks the chatbot to log an issue, it collects the necessary details and creates a properly structured ticket in Halo with the correct routing and priority. No agent needs to touch it until it's assigned.
How do we train it on our content?
The chatbot draws answers from your Halo Knowledge Base using Azure AI Search — no separate training process or model fine-tuning required. Answer quality is tied directly to KB quality. As part of implementation, Allied ESM helps structure and populate your KB so the chatbot has strong content from day one.
What happens when it can't answer?
When the chatbot can't resolve something, it escalates cleanly to a live agent and passes the full conversation history — so the user doesn't have to repeat themselves. You can configure the escalation threshold: how many failed attempts before it offers to connect to a person.
Is the chatbot included in the standard Halo licence?
Yes — included in every Halo ITSM licence at no extra cost. Halo provides its own OpenAI connection free of charge. You can also bring your own OpenAI or Azure OpenAI credentials if you prefer, but it's a choice, not a requirement.

Ready to deflect tickets
and automate self-service?

Allied ESM configures and deploys the Halo AI Chatbot as part of every implementation. Talk to us about what it could do in your environment.

Talk to an expert Explore all Halo AI