i2i AI Assistant
An assistant in the admin and partner portals for how-to questions and live data look-ups
AI AssistantIllustrativeHow many FTTH customers in Pune are due for renewal this week?
1,284 FTTH subscribers in Pune expire in the next 7 days; 212 of them are on autopay.
From: CRM subscriptions · as of 09:40
- SSO
- Role: Billing manager
- Region: West
Overview
i2i AI Assistant is a chat assistant built into the i2iCore admin portal and partner portal. Staff and partners type a question in plain language, and the assistant answers from the portal's own help knowledge base, with the sources and the menu path to the screen shown alongside.
For questions about live data, such as customers, renewals, revenue or tickets, it calls a fixed list of read-only tools. Each call runs as the signed-in user, through the same gateway the portal uses, so the assistant reads what that person could already read. It does not change any data.
At a glance
- How-to answers with sources and the menu path
- Read-only look-ups that run as the signed-in user
- A separate help knowledge base for each portal
- Your choice of AI model provider and your own key
What is an AI assistant for a billing portal?
An AI assistant for a business portal is a chat window that answers questions in natural language instead of sending the user through menus and manuals. Most work by retrieval: the assistant finds the most relevant articles in a knowledge base, then asks a language model to write an answer from them, and shows where the answer came from.
A second kind of question is about the data: how many renewals fall due today, or what a customer's status is. To answer those, the assistant needs tools, which are defined calls into the portal's own services. The important design questions are what the tools are allowed to do and whose permissions they run under.
In i2iCore the tools are read-only, are chosen from a fixed list and run under the identity of the person asking, so the assistant cannot see more than that person can. The help articles come from the knowledge base maintained with each portal. The language model is supplied by a provider you choose, using your own key, which you set in an administration screen.
Capabilities
What i2i AI Assistant does
Help and how-to answers
- Answers drawn from the portal's own help knowledge base
- Sources and the menu path to the screen shown
- Replies follow the language the user asks in
- Guided wizard that leads to the right create-plan screen
Live data questions
- A fixed set of read-only tools for customers, renewals, revenue and tickets
- Tools run with the caller's own token through the gateway
- Chains look-ups, such as a list then each item, and shows the breakdown
- Says so when a question exceeds its call limit
Respects who is asking
- Help content filtered by the caller's permitted menu
- Tools hidden when the user cannot open the related screen
- Admin and partner portals use separate knowledge bases
- Current screen can be used to focus the answer
Model choice and configuration
- OpenAI, Azure OpenAI, Anthropic, Mistral or a compatible endpoint
- Bring your own key, stored encrypted
- Test the connection from the configuration screen
- Change the provider without changing the portals
Quality and traceability
- Each turn stored with question, answer, sources and tool calls
- Helpful or not helpful rating on every answer
- Insights view to find questions the knowledge base misses
- Token usage logged for every provider
Use cases
Where i2i AI Assistant is used
A new support agent finds the right screen
A new agent asks how to add a branch. The assistant replies with the steps from the admin knowledge base and the menu path, taken from that agent's own navigation, and cites the article. The agent goes straight to the screen instead of searching menus or asking a colleague.
A manager checks today's renewals
An operations manager asks how many renewals are due today. The assistant calls the matching read-only tool as that manager, returns the count, and lists which tool calls it made. The manager then opens the renewals screen in the portal for the detail.
A partner asks about their own subscribers
A partner user asks about the status of a subscriber. The assistant in the partner portal uses the partner's own token and the partner knowledge base, so it works from what that partner is permitted to see and does not use the admin portal's help content.
A documentation owner finds the gaps
After a release, the person who maintains the help content reviews the insights feature. Questions rated not helpful, or declined, show where a knowledge base article is missing or unclear, and the team writes it.
FAQ
i2i AI Assistant: frequently asked questions
Can the assistant change data?
No. On the released version it only reads. It cannot renew a plan, record a payment or edit a customer. Change actions, with a confirm-first step, are in development and are not available.
Which parts of i2iCore does it cover?
The admin portal and the partner portal. Each has its own help knowledge base and its own set of read-only tools. Other consoles, such as identity, network and device consoles, are not yet connected to it, so it cannot answer questions about them.
Can it see data the signed-in user cannot?
It is designed not to. Help content follows the user's permitted menu, and each data tool runs with the user's own token. The platform's existing permission checks apply to every look-up.
Is it always right?
No. It can pick the wrong tool, fail to find a tool, or decline a question that is in scope, and results vary with the model you choose. It is instructed not to invent answers and to say when the knowledge base has nothing on a topic. Treat an answer as a guide and use the cited source to confirm.
Which AI provider does it use, and where does data go?
You choose: OpenAI, Azure OpenAI, Anthropic, Mistral or any compatible endpoint, with your own key. The question and the retrieved content are sent to the provider you configure, so choose a provider whose terms and location suit your data policy.
Are conversations logged?
Yes. Each turn is stored with the user, question, answer, sources, tool calls and the model used. Users can rate answers, and administrators can use the insights feature to see where the knowledge base falls short.