Virtual Agent HR case creation with dynamic HR service

[sachin312]

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?

[nityabans27]

Hi @sachin312,

What you can do is either you can create a script where it fetches the keywords like "paycheck" from descriptions and then you give some from your end and use "if". 
if keyword is "paycheck" or xyz anything you have thought of then you can automatically set the category. 

or 

Here’s how to implement it:

1. Use a Decision Table or Keyword Mapping:

   • Create a mapping table that links keywords/phrases from the short description to specific HR services.
     Example table:

     Keyword/Phrase HR Service

     paycheck missing	Payroll HR
     leave request	Leave HR

   • When the VA captures the short description, perform a keyword search in this table to determine the appropriate HR service.

2. Implement in Flow Designer:

   • Use a VA Topic Flow that triggers after capturing the short description.

   • Add a Lookup Records or Script step to query your mapping table.

   • Store the matched HR service in a variable.

   • Use that variable when creating the HR case to set the Service field dynamically.

3. Optional: Natural Language Processing (NLP) for better matching:

   • For more advanced matching, use the Virtual Agent NLP/NLU capabilities to classify the short description and map it to the correct HR service automatically.

4. Create the Case:

   • Use the Create Record action in the VA Flow Designer.

   • Set the Service field to the value determined from your mapping/NLP step.

✅ Key points:

• Mapping table or NLP classification is the standard approach.

• VA Flow Designer allows you to dynamically set fields like Service before case creation.

• This approach avoids hardcoding services and allows easy updates in the future.

If you find my answer helpful then please accept it as solution and mark it helpful.

[sachin312]

I was planning to use AI agents. Any thoughts on that?