I have been looking at several resources regarding IAR and I found this feature very powerful in deflecting issues and proactive resolve an incident without have to reach a live technician. Based on what I have seen, IAR works once a user submits an incident from a non-conversational channel such as web portal.
Two questions I’d like to get clarity on:
1. Is it possible that when an incident have been submitted, the tool will not ask the user whether he/she wants to get assistance right away (thru IAR) or get a human to contact them? This one is an OOB feature so wondering if this can be customized or turned off.
2. IAR uses LLM, NLU and Virtual Agent topics to provide self service resolution to users; is there a way for this feature to ‘fix’ the issue itself? Meaning, the system will be performing diagnostics and self healing capabilities instead of providing step by step solutions which the users need to follow.
Thank you for your time and appreciate any insights around this.
