AI Chatbot for IT Help Desk Support

What it is for

Inform

Eureka! provides first-response information and self-service handling for four common IT Service Desk request types: Password Reset, Create a Ticket, Ticket Status, and Request for Information. It accesses pre-defined scripts to respond to both voice and text inputs from NYCPS staff.

NYC Public Schools AI Tools Register — Eureka! Chatbot

Run by: NYC Public Schools (NYCPS)
Where: No fixed location
Kept: No data retained
Shared with: Not stated by the NYC Office of Technology and Innovation.
Your copy: You cannot see the data it holds about you. What you can do

What it is for

Inform

This AI-powered chatbot is the first point of contact for NYC Public Schools staff calling or messaging the IT Service Desk. It handles common requests — password resets, ticket creation, ticket status checks, and general information — using pre-defined scripts, and transfers users to a human agent at any time on request. The chatbot handles roughly 1,500 phone calls and 300 web inquiries each day. No personally identifying information is collected or disclosed by the system.

What it collects and what happens to it

Data taken in

About behaviour

Anonymized data

Voice calls and text-based chat messages submitted by NYCPS staff to the IT Service Desk. The system processes the content of the request (e.g., a request to reset a password or check ticket status) but does not collect or retain personally identifying information.

NYC Public Schools AI Tools Register — Eureka! Chatbot

Processing

Speech & Audio

Azure Cognitive Services powers speech recognition for phone-based interactions, converting user voice input into text that the chatbot's scripted response engine can process. The system handles approximately 1,500 voice calls per day.

NYC Public Schools AI Tools Register — Eureka! Chatbot

Search & Retrieval

The chatbot matches user intent against a library of pre-defined scripts for four request categories and retrieves the appropriate scripted response path. This is script-lookup retrieval rather than open-ended generation or statistical prediction.

NYC Public Schools AI Tools Register — Eureka! Chatbot

What it does

Understanding (Semantic AI)

Human decides

The system interprets user voice or text input to match the query to one of four pre-defined script paths. It does not generate novel content; it retrieves and returns scripted responses. A human agent takes over whenever the chatbot cannot resolve the request or the user requests escalation.

NYC Public Schools AI Tools Register — Eureka! Chatbot

Outputs

Generated content

Anonymized data

Scripted text or voice responses delivered to the user for each of the four request types (Password Reset, Create a Ticket, Ticket Status, Request for Information), or a transfer to a live human agent. Approximately 30% of voice calls and 10% of web queries are resolved entirely by the chatbot without human escalation.

NYC Public Schools AI Tools Register — Eureka! Chatbot

Run by

NYC Public Schools (NYCPS)

NYC Public Schools (NYCPS), through its Division of Instructional and Information Technology, configured and deployed the Eureka! chatbot to serve as the first-response layer for the NYCPS IT Service Desk, handling common staff requests via phone and web.

NYC Public Schools AI Tools Register — Eureka! Chatbot

Built by

Nagarro and Microsoft

The chatbot was developed by Nagarro, an IT professional services vendor, using Microsoft Azure Cognitive Services as the underlying AI platform. Nagarro built and configured the chatbot; Microsoft provides the cloud AI infrastructure.

NYC Public Schools AI Tools Register — Eureka! Chatbot

Kept for

No data retained

The register states that no identifying information is collected or disclosed. No specific retention period is documented, which is consistent with a policy of no personal data retention.
Duration: No personal data retained

NYC Public Schools AI Tools Register — Eureka! Chatbot

Shared with

Not available to me

No identifying information is collected or disclosed by this system. Users cannot retrieve a personal data record because none is retained. Individual call or chat session data is not available for personal access.

NYC Public Schools AI Tools Register — Eureka! Chatbot

Stored

Not stated by the NYC Office of Technology and Innovation.

How to read the colours

Can it identify you?

Anonymized data: Data about people with the link to who is broken. Stripped of identifiers, blurred, aggregated, or noised so this system can’t reasonably tie a record back to an individual.
Pseudonymous data: Each person’s data is tied to a token (hash, ID, template) that lets this system recognise the same person across events, but the token itself doesn’t reveal a name. Reidentification is possible with extra information.
Identifiable data: The data either contains a direct identifier (name, address, account name, recognisable face or voice, plate number) or carries a token this system uses to look up legal identity during processing.

Who completes the loop?

Human decides: This mode suggests; a person decides what to do next. The AI is always advisory — a human is in the loop on every decision. Example: a triage tool ranks cases for a clinician who chooses which to see first.
Human executes: This mode decides; a person carries out the result. Example: an optimizer plans the day’s trash-collection routes, and drivers run them.
Autonomous: This mode decides and acts on its own. No person reviews each decision or carries out the resulting action.

Definitions from the DTPR standard. Amber is about your data, violet about who decides. The fuller the shape and the deeper the colour, the more identifying the data or the less a person is involved.

What you can do

Ask about this system

Questions go to the NYC Office of Technology and Innovation, not the vendor.

Your rights

Right to Be Informed of AI UseNYCPS staff contacting the IT Service Desk are greeted by the Eureka! chatbot before any human agent. The system's automated nature is apparent from the scripted prompts. Users may request a live agent at any time during the interaction.
Right to a Human ReviewUsers may request to be connected to a live human IT Service Desk agent at any point during their interaction with the chatbot. The option to escalate to a human agent is available throughout the session.

Risks and safeguards

Psychological harmUsers with urgent or complex IT issues may experience frustration if the scripted chatbot cannot resolve their request quickly.Safeguard: The system is monitored, and users have the option to connect to a live human agent at any time, ensuring a human fallback is always available.