Calling UK users of Virtual Agent

Ken Cree · ‎09-12-2024

Hi all.

I work within the UK Higher Education sector and I’m looking to connect with other users of Virtual Agent (specifically ITSM Pro users) to share the successes and challenges we have encountered.

Areas I’m keen to discuss are topic setup and any links to Live Agent or 3rd party services (Teams, Slack, WhatsApp etc), as well as any plans or implementations of LLMs or Automation.

Looking forward to hearing from you soon!

Thanks

Aly Skidmore1 · ‎09-24-2024

Hi folks - happy to help organise a session on this if there's enough of us client-side who'd like a "warts and all" discussion and experience share. We have VA integrated with Teams and live agent chat. We have also configured a separate channel for specific, urgent app support for front office trading. We've integrated VA with powershell scripted self-heal capabilities on laptops (nothing earth shattering but it's a start).

Like many of you we have found the OOTB conversations, NLU and product documentation to be a bit touch and go and have had to put a great deal of development effort and investment to get to where we are now.

We've found the Impact accelerators to be very helpful (for those on Impact guided or above).

Now starting to scale back and concentrate on other aspects of the platform that will help improve VA conversation quality - underlying data/ quality of analyst updates/ KA content and EC design.

The reality is that OOTB VA is facing into a world of user expectation that it can't meet due to advances in GenAI worldwide. Retro fitting it into platforms that have existed for a few years also makes the ROI tricky to realise.

We have a user group who we engage on the VA roadmap - I'd say about 10% of their suggestions are for VA - which speaks volumes! We have now opened up the discussion to the broader subject of both the digital and human interfaces to service,

If there's appetite for a one-off, or even a series of sessions on this then I'm sure this is something the SNUG team could help facilitate.

Cheers, Aly

View solution in original post

Ken Cree · ‎09-25-2024

Hi Aly, - organising a session would be excellent! It would be great to speak to as many of us as possible to help squeeze out as much ROI as possible. With AI being where it is Azure Cognitive Search was pointed at our corporate site and handles Q&A without further configuration. Granted that's only as a POC right now but the value of VA is going to get questioned more and more. Sharing experiences and what has been a success would be beneficial.

If your using live chat have you had any success or demand for AutoPilot topics?

PaulTaylorIOSP · ‎09-24-2024

Same as Matt....most definitely up for gathering and seeing what you guys have been able to do..