Virtual Agent implementation checklist - a deeper dive

[Victor Chen]

You may have already used a Virtual Agent implementation checklist as you're just starting out building your Virtual Agent. It contains important steps such as readying your Knowledge Base, Service Catalog, and creating a change management process.

So you've crushed that checklist and ready for more? Here is a deeper dive checklist as you configure Virtual Agent in your instance, with links to documentation:

A spreadsheet version of this checklist is also available to download below!

Virtual Agent Implementation to-do's

• First things first - Go to the Conversational Interfaces Home page and activate the Virtual Agent plugins - docs. Don't forget the "Omni-experience standard feature set" plugin too!
• Check that your Virtual Agent is added to your web portal - docs
• Brand the Virtual Agent with your personalized image and color scheme - docs

• Integrate with a messaging app like Teams, Slack - docs

  • Install an integration with MS Teams or Slack
  • Enable notifications for MS Teams or Slack
• Install and view the Conversational Analytics Dashboard - docs
• Install the ITSM (or) HRSD Virtual Agent Conversations store app - ITSM store app, HRSD store app
• Run Topic Recommendations to get a ranked list of useful IT Virtual Agent topics - docs

• In the CI Home page, configure your Greetings and other setup topics - docs

  • Change your Greeting to use the "Dynamic Greeting" topic (found in the ITSM Virtual Agent Conversations store app)
  • Change your fallback to use the "Search Fallback" topic
  • Enable AI Search in your instance, and use the "AI Search - Fallback" topic
  • Have a super popular/important topic? Add it as a "Promoted topic" in the Custom Greetings & Setup page. 
• Enable Agent Chat so that users may be routed to a live agent - docs
• Enable NLU for your Virtual Agent - docs
• Visit the Virtual Agent designer. Create or duplicate a topic to publish - docs
• Add Virtual Agent to your mobile app - docs
• Test your Virtual Agent! You can do this in the CI Home page, VA Designer, or in a web portal - docs
• If needed, localize your Virtual Agent with another language (or use Dynamic Translation) - docs

[PaulSylo]

hello @Victor Chen  - Thanks for this valuable document, I have one question, what are the prerequisites or maturity levels I should have in my platform to implement a Virtual agent?