Exploring Agent Chat
Summarize
Summary of Exploring Agent Chat
Agent Chat allows live agents to interact with end users via chat. It begins with a virtual chat powered by AI, where users can request to speak with a live agent. Agents can create incident or case records, transfer chats, and communicate directly with requesters through a persistent chat widget available on any portal page. Assignment rules can be set to route chats to the most suitable agent based on capacity and skills.
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Key Features
- Agent Whisper: Enables private conversations between agents and chat managers without the requester being aware.
- Chat Surveys: Collects important information through conversational questionnaires before and after the chat.
- Chat Transcript Downloads: Allows requesters to download transcripts of their conversations with agents.
- Dynamic Translation: Facilitates conversations in different languages, enhancing accessibility.
- Agent-Initiated Messaging: Allows agents to start conversations on messaging apps chosen by requesters.
- Chat Summarization: Provides a summary of the chat if Now Assist is installed.
- Advanced Work Assignment (AWA): Routes chats based on agent availability, queue length, and expertise.
- Link Unfurling: Displays previews of links shared in chat conversations, similar to Virtual Agent.
- Cross-Channel History and Sentiment: Agents can view conversation history and sentiment analysis in real time during chats.
Key Outcomes
By utilizing Agent Chat, organizations can enhance user satisfaction through efficient and effective communication. The ability to gather feedback, manage conversations in multiple languages, and ensure agents have all necessary information at hand leads to improved service delivery and user experience.
Agent Chat enables live agents to interact directly with end users through chat. Your end users can chat with a live agent to ask questions and receive information.
Agent Chat overview
The chat system starts with virtual chat, which is an autonomous chat powered by artificial intelligence. The requester can then ask to chat with a live agent using Agent Chat. Using Agent Chat, agents can communicate with requesters, create incident or case records, or transfer chats to another agent or queue.
Agent Chat uses a persistent widget for chat conversations on any portal page of the portal that you're using. You can establish assignment rules to enable chat conversations to reach the best agent available who has the capacity and skills to handle the job or the agent can transfer the chat to another agent. Agents can use response templates to enable reusable, consistent messages to requesters.
Virtual chat conducts a survey before and after the Agent Chat. The pre-survey gets preliminary information about the requester to aid in the chat session. The post-chat survey gets feedback on the requester's satisfaction with the agent who helped.
Agent Chat benefits
| Benefit | Feature | Users |
|---|---|---|
| Agents and chat managers have a conversation without the requester knowing. | Agent Whisper | Agents, chat managers |
| Gather important information from end users through conversational questionnaires. | Chat surveys | Agents |
| Download a transcript of the conversation between the agent and the requester. | Chat transcript downloads for requesters | Requester |
| Carry out a conversation in another language. | Dynamic Translation for Agent Chat overview | Agent, requester |
| Initiate conversations with requesters on a messaging app of the requester's choice. | Agent-Initiated Messaging Interface | Agent, requester |
| Read a summarization of the chat (this is available only if you have Now Assist installed). | Chat summarization | Agent |
Routing chats
Requesters start chats with virtual chat. When they request to chat with a live agent on Agent Chat, their request goes into a queue controlled by Advanced Work Assignment (AWA), which routes chats to different agents based on availability, queue length, and expertise.
Unfurling links
If an agent or requester enters a link during an Agent Chat conversation, the links are "unfurled" or displayed with a preview of the website's content. Links in Agent Chat conversations are unfurled in the same manner as Virtual Agent. For more information, see Using link unfurling in Virtual Agent.
Cross-channel conversation history and cross-channel message-level sentiment
Agents can see cross-channel conversation history and cross-channel message-level sentiment in real time when an agent is having a live conversation with a requester in the chat panel in Agent Chat. For more information, see Getting work from chats.