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.
