Virtual agent to find top trending cases/incidents
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3 weeks ago
Hi,
What I want to implement is when customer is connecting to Virtual agent to report an issue e.g. broadband not working, virtual agent should go and first check the top trending issues, analyse the issues if customer's issue is there and inform the customer accordingly. After that if customer wants then virtual agent should go ahead and create a case with all relevant details like account, contact etc. and transfer the chat to live agent. Need help how to implement.
Thanks.
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3 weeks ago
Effective Solution Summary
To implement a Virtual Agent (VA) that proactively checks for trending issues before creating a case, you need to combine Virtual Agent with Flow Designer logic.
| Step | Action | Tool/Module |
| 1. Capture Input | Get the user's issue description. | Virtual Agent (Topic) |
| 2. Identify Trends | Use a Flow Designer Subflow to query the incident or case tables for high-priority or high-volume active records (trending issues). | Flow Designer |
| 3. Summarize | (Optional but recommended) Use Now Assist Generative AI within the Flow to create a concise, customer-friendly summary of the identified outage status. | Now Assist / Flow Designer |
| 4. Inform & Confirm | If a trend is found, display the summary to the user and ask if they still want to log a case. | Virtual Agent (Conditional Scripting) |
| 5. Route/Create | If the user confirms, use the Record Utility control to create the case and then the Live Agent Support control to transfer the chat. | Virtual Agent |
This approach leverages Flow Designer for data manipulation and uses the VA for the conversational flow, with Now Assist enhancing the customer communication.
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3 weeks ago
Thanks, will implement this and update.
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3 weeks ago - last edited 3 weeks ago
Architettura della Soluzione
1. Customer reports issue -> VA Topic triggered
2. VA captures issue description
3. VA checks trending issues via Script
4. VA analyzes if customer's issue matches trending
5. VA informs customer about known issues
6. Customer decides: Self-resolve OR Create case
7. If create case: VA collects details -> Creates case -> Transfers to Live Agent
