Today A2rchi (AI Augmented Research Chat Intelligence ) our ‘Artificial Intelligence’ (pronouns: she/her) will be joining the subMIT project team. A2rchi will help us with all emails coming to submit-help@mit.edu. Emails will not be replied to via email anymore but will be entirely processed in our project management tool Cleo (a redmine installation). Here is the outline of the workflow:

1. An email sent to the submit-help@mit.edu will be automatically picked up by A2rchi and converted to a self assigned “New” ticket (or “In Progress” if it is a followup) .
2. A2rchi will process all “New” or “In Progress” tickets assigned to her, by attaching a draft response to them, and marking the tickets as “Feedback”.
3. Any tickets in “Feedback” assigned to A2rchi need expert input from the help team. When you open the ticket, you will see a draft response from A2rchi. You can click on the “edit” option in this response (not the overall “edit” option) and correct it directly if needed. Once the response is fine, mark the ticket as “Resolved”.
4. When A2rchi sees a “Resolved” ticket assigned to herself, she will automatically send back an email with the last response in the ticket to the user who needed help and mark the ticket as “Closed”.

Following this logic you can assign any ticket to A2rchi and put it “In Progress” to receive a response from A2rchi. Then, A2rchi will proceed as outlined above. You can for example un-assign the ticket from A2rchi and use her response for further discussion, or just mark the ticket as “Resolved” so A2rchi will close the ticket.