In the virtual agent, when a live agent is not available, we ask the end user for a short description and a detailed description. Currently, an HR case is created using the General Inquiry HR service.
We want to change this so that the HR service is selected automatically based on the provided short description. For example, if the short description is "paycheck missing", the HR case should be created using the Payroll HR service.
How can we achieve this functionality? Any suggestions?
