Virtual agent good features

[Gil6]

Hi team, 

I would like to receive suggestions of topics that would be nice to be implemented in the Virtual agent. 

Right now we have, check status of tickets, pending approvals, Raise a request (catalog items), report an incident, report an issue on my assets, live agent support and another one that we customized and we would like to add more good topics or features. 

please team, tell me what else is a nice to have? what have you implemented on your Virtual agents? 

thanks,  

[Chris D]

Manage groups? (Add/remove members, update details, etc.)

It's hard to say universally valuable topics since each user base is different. VA topics are good at guiding users through semi-complex logic paths that aren't as easy to follow via text, so it can be good for various troubleshooting and other how-to's, especially those unique to your company.

That said, I'm subscribing here to see if there's any other ideas that can help us too 🙂

[Gil6]

Thanks @Chris D, I'll definitely take a look on groups management, we don't have anything for that now.

[Lynda1]

Every company is going to have different requirements or needs for Virtual Agent.

I currently have 113 active topics. I researched/analyzed calls that our Service Desk and HR teams receive. Found the highest call drivers and started creating Topics for those. When there is a change to a process or system that impacts a good portion of our users, I am informed of the change and exactly what is changing so I can prepare Virtual Agent for the users.

The top 3 topics are Check Status of ticket, Password reset and submit request.  We had a major system change this week, I created a topic for that change and that Topic is probably going to be the second most used this month and probably be taken offline in a week or two.

[Gil6]

Thanks for you message @Lynda1