Mid-topic switching during Now Assist in Virtual Agent conversations

Mid-topic switching easily lets you switch between requests, using plain language whenever new queries are made in the same Now Assist in Virtual Agent conversation.

During a Now Assist in Virtual Agent conversation, you can switch the conversation request without having to restart the conversation. For example, you are in the middle of a conversational catalog item and ordering an iPad when you remember open enrollment is coming up at your company. You can ask Virtual Agent about when open enrollment is without having to exit out of your existing conversation. The Virtual Agent provides a synthesized response which includes a summary about open enrollment, but also informs you that you can either continue with the existing conversation (ordering an iPad) or switch the conversation to focus on your new request (open enrollment).

The following images show examples of how mid-topic switching can appear based on your conversational settings.

Figure 1. Topic switching example in a standard chat conversation

Figure 2. Topic switching example in an enhanced chat conversation

If you decide to continue with your original request, you return to the previous conversation. If you decide to switch the conversational focus to something else, you can view additional information about your new request.