Customer Service Virtual Agent conversations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Customer Service Virtual Agent Conversations

    The Customer Service Virtual Agent facilitates predefined chatbot conversations, allowing users to receive assistance with products. By utilizing Natural Language Understanding (NLU), the chatbot can analyze user intent and guide them to the appropriate topic, enhancing the user experience in resolving issues efficiently.

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    Key Features

    • Predefined Chatbot Topics: Includes templates such as "Check Case Status," "Get Help with a Product," "Get Help," "Get Help with an Order," "Submit Request," "Create Case," and "Update Case." Each template serves a specific purpose to assist users.
    • Activation Requirements: To enable chatbot conversations, administrators must activate the Glide Virtual Agent plugin and the Customer Service Virtual Agent Conversations plugin.
    • NLU Integration: The NLU Model is enabled automatically with the Customer Service Virtual Agent Conversations plugin, providing intents like "CheckCaseStatus," "GetHelp," and others that correspond to specific chatbot topics.

    Key Outcomes

    Once activated, users can utilize the chatbot topics in their chat support client, enabling them to check case statuses, get product help, submit requests, and more. This integration leads to improved customer support efficiency and user satisfaction by providing quick, relevant responses and the option to connect with live agents when necessary.

    Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent.

    A conversation topic defines the dialog between the Virtual Agent (chatbot) and the user to accomplish a specific goal.

    Activating Virtual Agent conversations

    The system administrator or a virtual agent admin must do the following to enable the chatbot conversations:
    • Enable the Glide Virtual Agent plugin (com.glide.cs.chatbot).
    • Enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
    • Publish the following read-only pre-defined virtual agent chatbot topics and topic blocks:
      Note:
      You can duplicate a topic and then customize it.
      • Check Case Status (Template)

        Users can search cases and check the status of an existing case.

      • Get Help with a Product (Template)

        Users can get help on an issue with a product, search relevant knowledge articles, or create a case for the issue.

      • Get Help (Template)

        This topic is for users who are not logged in and want to chat anonymously. Users can use keywords and search relevant knowledge articles or choose to be transferred to a live agent. You can integrate this topic with the Virtual agent - Facebook messaging integration to enable chat using your messaging application.

      • Get Help with an Order (Template)

        Users can get help on an issue with an existing order, search relevant knowledge articles, or create a case for the issue.

      • Submit Request (Template)

        Users can submit a request for searching and using one of the catalog items.

      • Create Case

        Creates a case from Virtual Agent when no relevant topics for the issue you have are displayed.

      • Update Case

        Users can update a case from Virtual agent.

    Your users can run the published topics in your chat support client.

    Activating Virtual Agent conversations with NLU

    • The Customer Service NLU Model for Virtual Agent Conversations (com.sn_csm.nlu) plugin is automatically enabled when you enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
      After you enable the plugin, you can view the following read-only intents for the Customer Service NLU for VA models in Studio:
      • CheckCaseStatus
      • GetHelp
      • GetHelpWithProduct
      • GetHelpWithOrder
      • SubmitRequest

      Each intent corresponds to a chatbot topic. To customize an intent, you can import an existing intent from the Customer Service NLU for Virtual Agent model and then link the NLU model with the associated intent for the topic.

    • Enable ServiceNow NLU in the general settings.