Exploring Agent Chat
Summarize
Summary of Exploring Agent Chat
Agent Chat enables live agents to engage in real-time conversations with end users through a persistent chat widget available on portal pages. It starts with a virtual chat powered by AI, allowing requesters to escalate to a live agent interaction. Agents can handle chats by creating incident or case records, transferring conversations, and using assignment rules to route chats to the most suitable agent based on capacity and skills.
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Key Features
- Agent Whisper: Allows agents and chat managers to converse without the requester being aware, facilitating discreet coordination.
- Chat Surveys: Pre-chat surveys gather preliminary information to assist agents, while post-chat surveys collect requester satisfaction feedback.
- Chat Transcript Downloads: Requesters can download transcripts of their chat sessions for reference.
- Dynamic Translation: Supports conversations in multiple languages to accommodate diverse users.
- Agent-Initiated Messaging Interface: Enables agents to start conversations on the requester’s preferred messaging app.
- Advanced Work Assignment (AWA): Routes chats to appropriate agents based on availability, queue length, and expertise to optimize response efficiency.
- Link Unfurling: Displays previews of URLs shared during chat, enhancing context and information sharing.
- Cross-Channel Conversation History and Sentiment: Agents view real-time conversation history and message-level sentiment across channels within the chat panel.
Important Notes
The legacy Agent Workspace is no longer supported starting with the Quebec release, so customers should transition to the latest supported interfaces.
Benefits for ServiceNow Customers
- Improved Customer Engagement: Live chat with agents enhances user support and interaction quality.
- Efficient Agent Operations: Assignment rules, response templates, and transfer capabilities streamline agent workload and improve response times.
- Insightful Feedback and Analytics: Surveys and sentiment analysis help measure satisfaction and improve service delivery.
- Multichannel and Multilingual Support: Broadens accessibility and convenience for end users through preferred communication channels and language support.
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). | 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.