Does Virtual Agent do Automatic Learning?

[Manami Miyake]

Dear experts,

Now I am investigating Virtual Agent features.

I have understood most of how Virtual Agent works but still I'm not clear about its Analysis features.

What I'd like to ask you here is, do we have any functions like Virtual Agent will learn and improve by itself based on the knowledge and experiences?

Or just we need to analyze the conversation details between end-user and Virtual Agent and then create new templates (Virtual Agent Designer) completely manually?

We are expecting Virtual Agent could improve by itself without manual efforts like "AI" how we imagine.

Please advise/ provide related links...

Thank you. 

[Lynda1]

It depends on what I am looking for and there are a lot of tables listed below.

when manually reading chats, I do not do that in a report, I go to the Interactions list. Closed chats have a Transcript, in progress chats I added Channel Metadata Record. the field I added tells me where the chat went as in what Topics were used during that conversation and you can see what selections the user chose.

If I just want to see how VA is doing overall for a day week or month, I use a report that uses the same table - Interaction [interaction]

if I want to see the queue status  of Live Chats - awa_interaction_work_item - you can see how many chats went to live chat and did not get answered, we call them Abandoned chats

If you want to see the Agent presence history, I use this table awa_agent_presence_history

The VA feedback reports - asmt_assessment_instance_question

There is some really good data on this one, It has not worked for us only because of how the "Stakeholders" view the chatbot but it helps me to see which topic categories are used and I have not played with this one for awhile va_view_conversation_interaction_task

To see what the users are saying and the VA does not have an answer - open_nlu_predict_intent_feedback

This next one is the gold mine for me to see "Why" people are chatting in to find the highest chat drivers interaction_related_record

Have to mention, we use this VA for a Service Desk chat. I am sure there are other tables out there, just have not had to find them since the above tells me a huge story.