Hey all,
I am setting up VA to run on an ESC for a customer that has HR, Finance and IT departments. would I use a pre-chat survey to confirm which of those departments they want to talk to so that the questions they ask will only match against the right topic category? for instance;
Who do you need to talk to today, Finance HR, or IT -> user answer HR -> Virtual agent can the only provide response to HR related topics, or match utterances to HR topics? for instance I don't want VA to provide suggested KAs related to IT if my user has already stated it is a HR topic.
It would be great to hear from anyone who has setup VA to cover various channels and how they have done it
Any help would be appreciated as always
