Can anyone share their experiences with using Virtual Agent Chat? I work for an organization that supports k-12 school districts. Our busiest time of the year is September when staff and students are back. We are moving from service portal to employee center the end of this month but aren't sure when to implement the chat...for September or after September. We don't know what impact the chat will have on our service desk. Will it increase the number of tickets the service desk will get between phone calls, self-service tickets and now chat? We just don't know what to expect when we turn it on. Our goal with chat is to allow customers to look up their tickets and/or knowledge articles, open a ticket or talk to a live agent. Any insights into others' experiences with initial implementation would be helpful. Thank you!
