Is anyone willing to share about their virtual agent/live agent chat implementation?

[sbh]

We'd like the benefit of your experience as we decide how we want our virtual agent and live agent chat to work. We'd like to know what has worked well for you (or things you'd warn us away from). We have a very basic set-up on our test instance but it was decided that it's not ready to be moved into production at this time, so we're looking for ways to improve it. Things like:

• Which features did you chose to use (or deliberately decide not to use)?
• Did you make any significant customizations, and why?
• What do your users particularly like or respond well to?
• Are there things that have proved more or less helpful than you'd hoped?

You don't have to answer all or any of these questions. If there's anything you think it's important for us to consider, please let us know. You can reply to this post or we can even set up a quick Zoom meeting for a demo if you'd like.

We're looking more for general ideas but, if it matters, we're on Rome now and we'll be upgrading to San Diego over the next four weeks.

We appreciate any and all responses. Thank you in advance!

[Liz Fassone · Accepted solution]

Hi there,

Our friends at University of Newcastle in Australia presented on this topic - and I can safely say most of your questions are answered in the recording of this session. 

Cheers!

[sbh]

Thanks very much, @Liz Fassone ! This sounds like exactly what we're looking for.

[sbh]

Thanks very much, @Liz Fassone and all who were involved in making this video! Thanks in particular to those at the University of Newcastle in Australia for sharing all that went into planning and implementing chat at your university. It's obvious you put a lot of thought into both the implementation and the video presentation and it's very helpful.