Overview
Charlotte is Information Services' AI-powered Virtual Service Agent designed to help faculty, staff, and students quickly find answers to common IT, Workday, Advancement, and IFX questions and access support through SpiderTechNet.
Charlotte can help you find information, locate services and forms, submit support requests, check existing tickets, and withdraw submitted tickets. For IT questions and IT support, Charlotte also provides the option to connect with a live Help Desk technician during available Live Chat hours.
- What is Charlotte?
- Who can use Charlotte?
- Where can I access Charlotte?
- Do I need to sign in to use Charlotte?
- When is Charlotte available?
- What can Charlotte help me with?
- Can Charlotte answer general AI questions?
- What is the difference between Charlotte and SpiderAI?
- How can I get the best results from Charlotte?
- Why isn't Charlotte finding the answer I'm looking for?
- Can Charlotte create a support ticket for me?
- Can I check my existing tickets through Charlotte?
- What should I do if Charlotte gives me an answer that doesn't resolve my issue?
- Can I chat with a live Help Desk technician?
- When is Live Chat available?
- Does Charlotte replace the Help Desk?
- Can Charlotte access or make changes to my computer?
- Can Charlotte see my previous conversations?
- What information should I avoid entering into Charlotte?
- How do I provide feedback about Charlotte?
- Can Charlotte help me find a form to submit a request?
- How do I withdraw a ticket using Charlotte?
- Can I make changes to a request after I submit it?
- What happens after I submit a request through Charlotte?
- Can Charlotte help me find the right form if I don't know which one to use?
- Does Charlotte submit a form automatically when I open it?
- Do I need to sign in to submit or view a request?
- Can I check the status of a project that I'm a resource on?
What is Charlotte?
Charlotte is Information Services' AI-powered Virtual Service Agent designed to help faculty, staff, and students quickly find answers to common IT, Workday, Advancement, and IFX questions through SpiderTechNet.
Charlotte provides another way to get help quickly, whether you are looking for instructions, trying to find the right service or form, submitting a support request, checking an existing ticket, or withdrawing a ticket you no longer need.
For IT questions and IT support, Charlotte can also connect you with a live Help Desk technician during available Live Chat hours.
Who can use Charlotte?
Charlotte is available to University of Richmond faculty, staff, and students.
Where can I access Charlotte?
Charlotte is available through the SpiderTechNet portal. Look for the Charlotte icon in the lower-right corner of the screen and select it to start a conversation.
Access Charlotte through SpiderTechNet
Do I need to sign in to use Charlotte?
No. You do not need to sign in to SpiderTechNet to use Charlotte. However, Charlotte works best when you are logged in because some features and information may require you to be signed in.
Log in to SpiderTechNet
When is Charlotte available?
Charlotte is available 24 hours a day, seven days a week for self-service assistance.
For IT questions and IT support, the option to connect with a live Help Desk technician is available during established Live Chat hours.
Live Chat is not available for Workday, Advancement, or IFX support.
What can Charlotte help me with?
Charlotte can help with a variety of questions and support needs, including:
- Finding Knowledge Base articles
- Finding services in the SpiderTechNet Service Catalog
- Finding forms for submitting requests
- Answering common IT questions
- Answering common Workday questions
- Answering common Advancement questions
- Answering common IFX questions
- Getting password-related assistance
- Finding information about registering smart devices and gaming consoles on the network
- Submitting support tickets and requests
- Viewing information about existing support tickets
- Withdrawing a submitted ticket
- Connecting with a live Help Desk technician for IT questions and IT support during available Live Chat hours
- Checking the weather
Want to have a little fun? You can also ask Charlotte to play:
- 20 Questions
- Word Association
- Trivia Quiz
- Riddles
- Hangman
- Would You Rather
- Story Building — you and Charlotte take turns adding sentences
- Alphabet Game — find words beginning with each letter of the alphabet
Just tell Charlotte which game you would like to play.
Can Charlotte answer general AI questions?
No. Charlotte is not designed to be a general-purpose AI search tool like ChatGPT, Claude, or similar AI services.
Charlotte is designed to assist with University support information and searches information available through the SpiderTechNet Knowledge Base and Service Catalog.
For broader AI questions or searches outside of Charlotte's available resources, SpiderAI is the appropriate tool to use.
What is the difference between Charlotte and SpiderAI?
Charlotte is designed to help users find University support information and services, including common IT, Workday, Advancement, and IFX questions.
SpiderAI is the appropriate tool for broader AI searches and questions that are outside the support information available through Charlotte.
How can I get the best results from Charlotte?
For the best results, ask Charlotte a clear and specific question. Instead of entering only the name of an application or service, tell Charlotte what you are trying to do or what problem you are experiencing.
IT Example
Instead of: "Wi-Fi"
Try: "How do I connect my laptop to Wi-Fi?"
Workday Example
Instead of: "Workday"
Try: "How do I change my direct deposit information in Workday?"
Advancement Example
Instead of: "Advancement"
Try: "How do I get help with an Advancement application?"
IFX Example
Instead of: "IFX"
Try: "How do I submit a support request for IFX?"
Providing more details about what you are trying to do can help Charlotte find the most useful information.
If Charlotte does not provide the information you need, try rephrasing your question or submit a support request for additional assistance.
For IT-related questions, you may also connect with a live Help Desk technician during available Live Chat hours.
Why isn't Charlotte finding the answer I'm looking for?
Charlotte searches information available through the SpiderTechNet Knowledge Base and Service Catalog. It does not search all University information or the internet.
The way you ask your question can affect the results. Try rephrasing your question and providing more details about what you are trying to accomplish.
For example, instead of entering only "Workday," tell Charlotte what you are trying to do in Workday.
If you still cannot find the information you need, submit a support request for additional assistance.
If your question is related to IT support, you may also connect with a live Help Desk technician during available Live Chat hours.
Can Charlotte create a support ticket for me?
Yes. Charlotte can help you submit a support ticket when additional assistance is needed.
Depending on your question, Charlotte can help direct you to the appropriate support request for IT, Workday, Advancement, or IFX.
Can I check my existing tickets through Charlotte?
Yes. Charlotte can help you access information about your existing SpiderTechNet support tickets.
For the best experience when viewing your tickets, make sure you are logged in to SpiderTechNet.
What should I do if Charlotte gives me an answer that doesn't resolve my issue?
If Charlotte provides a solution that does not resolve your issue, you do not need to continue trying the same solution.
For IT questions or IT support, you can:
- Submit an IT support ticket through SpiderTechNet
- Connect with a live Help Desk technician during available Live Chat hours
- Call the Help Desk at (804) 287-6400
- Email the Help Desk at helpdesk@richmond.edu
For Workday, Advancement, or IFX questions, use Charlotte to find the appropriate support information or submit a support request through SpiderTechNet.
Can I chat with a live Help Desk technician?
Yes, but Live Chat is available only for IT questions and IT support.
If you have an IT issue that requires additional assistance, Charlotte can connect you with a live Help Desk technician during available Live Chat hours.
Live Chat is not available for Workday, Advancement, or IFX questions. For assistance with those areas, Charlotte can help you find available information or submit the appropriate support request.
When is Live Chat available?
Live Chat is available only for IT questions and IT support.
Charlotte's self-service features are available 24/7, but live Help Desk technician support is available during the following hours:
Current Live Chat Hours:
- Monday–Thursday: 8:30 a.m.–6:30 p.m.
- Friday: 8:30 a.m.–5:00 p.m.
At the start of the semester:
- Monday–Friday: 8:30 a.m.–7:30 p.m.
Outside of Live Chat hours, you can continue using Charlotte's self-service features or submit an IT support ticket.
Does Charlotte replace the Help Desk?
No. Charlotte does not replace the Help Desk.
Charlotte provides another way to quickly find answers, access support resources, and submit requests.
For IT support, the Help Desk is still available when you need additional assistance. During Live Chat hours, Charlotte can connect you with a live Help Desk technician for IT-related questions.
Can Charlotte access or make changes to my computer?
No. Charlotte cannot remotely access, control, or make changes to your computer or other devices.
Charlotte can provide instructions and information to help you resolve an issue.
If you have an IT issue that requires additional assistance, you can submit an IT support ticket or connect with a live Help Desk technician during available Live Chat hours.
Can Charlotte see my previous conversations?
Charlotte conversation information is stored for a limited period of time.
- Conversation details, including the chat transcript, are stored for up to 365 days.
- Conversation and intent flow playback information is stored for up to 90 days.
What information should I avoid entering into Charlotte?
Do not enter sensitive or confidential information into your conversation with Charlotte.
This includes:
- Passwords
- Duo authentication codes
- Social Security numbers
- Financial or banking information
- Other sensitive or confidential information
If your question or issue involves sensitive information, use the appropriate support channel rather than entering that information into the chat.
How do I provide feedback about Charlotte?
At the end of your conversation with Charlotte, you will be given an opportunity to provide feedback about your experience.
You can also provide feedback or report an issue with Charlotte by:
Your feedback helps Information Services identify areas where Charlotte's responses and support information can be improved.
Can Charlotte help me find a form to submit a request?
Yes. Charlotte can help you find available request forms in the SpiderTechNet Service Catalog.
Tell Charlotte what you need help with or what you are trying to request. If a matching form is available, Charlotte can direct you to the appropriate form so you can complete and submit it.
For example, instead of asking only for "software," try asking, "How do I request software?" or "I need to request software for my computer."
How do I withdraw a ticket using Charlotte?
Charlotte can help you withdraw a submitted ticket.
To withdraw a ticket, type or say "withdraw" in Charlotte.
Charlotte will ask you to provide the ticket number. Enter the ticket number for the request you want to withdraw and follow the prompts to complete the withdrawal.
Make sure you provide the correct ticket number before completing the withdrawal.
Can I make changes to a request after I submit it?
You can add comments and notes to an existing request after it has been submitted.
To add notes or comments to a ticket, type or say add the comment and then include the ticket number in Charlotte.
If you cannot make the change you need, contact the team handling the request and provide the updated information.
What happens after I submit a request through Charlotte?
After you submit a request, it is sent to the appropriate support team for review and follow-up.
You can use Charlotte to check your existing SpiderTechNet tickets and requests. For the best experience when viewing your submitted requests, make sure you are logged in to SpiderTechNet.
You may also receive email updates as your request is reviewed or updated.
Can Charlotte help me find the right form if I don't know which one to use?
Yes. You do not need to know the name of the form before asking Charlotte for help.
Tell Charlotte what you are trying to do in plain language. Charlotte can search available services and help point you to the most appropriate request form.
For example, you could ask, "I need help with Workday," or "How do I request a new computer?"
If Charlotte cannot find the appropriate form, try providing more details about what you need or submit a support request for additional assistance.
Does Charlotte submit a form automatically when I open it?
No. Opening a request form does not automatically submit a request.
You will have an opportunity to review the form, provide the required information, and submit it when you are ready.
Do I need to sign in to submit or view a request?
Charlotte can be used without signing in, but some request and ticket features require you to be logged in to SpiderTechNet.
For the best experience when submitting requests, viewing existing tickets, or checking request information, sign in to SpiderTechNet before using Charlotte.
Log in to SpiderTechNet
Can I check the status of a project that I'm a resource on?
Yes! You can check the status of your project directly through Charlotte. Just type "Show me my projects".