Removing the show me everything button from the Virtual Agent

[Ash44]

Hi All,

Our team is about to trial removing the show me everything button and guiding the user in performing their search.

We find customers who type their utterance have an increased success rate of 7% in their chat being automated/VA only.

My main question is, has anyone else done this before and if so how did this improve your Virtual Agent's success?

Here's a quick look at how our new greeting works:

We have 3 main areas we can help with.

Following up an existing ticket.

Creating a new ticket.

Checking the announcements.

Here's an example of creating a new ticket:

When selecting we will help the customer build their utterance.

For example for a password reset we can ask what the customer needs to reset and then build their utterance.

This then hits our correct topic which handles the workflow from there as you can see below identifying they need a Lan reset:

From designer this is quite simple:

Simply creating a new greeting setup topic, copying the template from the OOTB greeting and replacing the greeting choice with a static or dynamic choice. We have a dynamic to only show the majors/alerts option when majors/alerts are active. We also have a direct path to incident creation for specific users.

Our Customer Utterance Builder topic block will help build a string for the customer:

Then we simply call 

vaSystem.topicDiscovery([built customer utterance goes here]);

This means that we can normally get from the customer what is wrong and what with.

Our aim is to reduce the utterances where we might just get someone type 'outlook'.

And also reduce where customers select a topic which has nothing to do with their problem. Whereas if they typed their issue they almost always find a result.

[Anshul Agarwal]

Hi,

We tried but looks like this is by default in VA. However, we see that it is a good business case as well. We are trying to setup some promoted topics and then leave the rest using "Show me everything". I guess it all depends on how many topics you are looking to move through VA. In our case, we are using both Topic search or a fall back to AI search and hence removing Show me everything is not recommended.

Anshul

[Ash44]

Thanks Anshul, we had promoted topics for our high use outcomes.

But we were not getting the desired outcome.

For context we have around 120 Topics. And with an utterance in our topics we are able to offer a more dynamic option. Showing only 1-6 options whenever having a dynamic choice, whilst also reducing input needed from our customers to get their desired help.

Our knowledge base is in quite a mature state so going to the fallback if the customer has typed in a good enough query still achieves a good outcome.

Our fallback is also a bit more custom compared with the OOTB fallback.

[Anshul Agarwal]

As far as I know, "Show me everything" is part of Promoted topic setup and it cannot be removed. May be we could raise a SNOW support case and check if they have any other opinion. Also look into Utah release notes. There are some new enhancements coming up there.