Hello Community,
As part of my work creating virtual agent conversations, I’ve noticed that at the end of these interactions, customers often have the option to open an incident if they are not fully satisfied with the assistance provided. However, the current incident capture process only collects basic information such as the caller’s details, a short description, and a general description of the issue.
To enhance the incident handling process, it would be beneficial for the Service Desk personnel receiving the incident to have access to the entire conversation history between the customer and the virtual agent. This way, they can review the resolution options presented to the customer and understand the choices made by the customer during the interaction.
