Your Portal Has Forms. GilpAI Helps People Find the Right One.

Why self-service portals fail

Organisations invest in service catalogues and self-service portals to deflect routine requests. The reality is often form sprawl: dozens of similar-looking options, unclear descriptions, and users who pick "General IT Request" because they cannot tell the difference between "New Hardware" and "Hardware Replacement."

Misrouted tickets cost time at every stage — triage, reassignment, delayed resolution and frustrated users who tried self-service and ended up waiting longer. Shift-left only works when users reach the right destination first time.

GilpAI: intent matching and guided completion

GilpAI is a self-service portal assistant for GLPI. It learns which native forms the logged-in user can see, matches their request to the right form, then asks whether to guide them through the fields in chat or open the form to complete themselves.

This is form-aware AI — not a generic chatbot that hallucinates answers. GilpAI knows your catalogue, your permissions model and your field definitions. Optional RAG against the GLPI knowledge base grounds answers in your published content, not the open internet.

Sentiment detection and escalation rules give distressed users a calmer path. Rules can flag the session or open a ticket automatically when frustration is detected — before a bad experience becomes a complaint.

LiveTalk: the human safety net

AI cannot handle everything, and users should not have to fight the chatbot to reach a person. LiveTalk is the optional human channel alongside GilpAI — users can start with the chatbot and hand off to a technician, or go straight to live chat.

Three deployment modes fit different maturity levels:

• AI only — chatbot widget; escalation creates a ticket or message
• LiveTalk only — live chat without an AI channel
• Both — AI first; handoff on request, escalation or "speak to a human"

Technicians claim, reply, transfer and close from a console designed for the service desk — canned replies, desk hours, supervision and transfer built in.

Sovereign AI for privacy-conscious deployments

For NHS, local government, education and any organisation handling sensitive personal data, GilpAI pairs with Sovereign AI — running on Ollama on your GLPI host with no cloud egress. User queries, form context and knowledge base excerpts stay on your infrastructure. Read our full article on Sovereign AI for the service desk.

Governance controls include conversation audit trails, configurable retention, rate limits, personas and feature toggles by entity or profile — enable AI for some teams, not others.

Measuring success

GilpAI success is measurable: deflection rate (requests completed without a ticket), misroute reduction (tickets reassigned after creation), and user satisfaction scores. Echo-9's Service Catalogue Design and Shift-Left Optimisation consulting establishes the catalogue structure; GilpAI makes it navigable.

The bottom line

Self-service should help users — not just deflect them.

GilpAI matches intent to the right form. LiveTalk catches what AI cannot. Together they turn the portal from a form list into a guided experience that reduces rework and improves satisfaction.