The predefined Healthcare and Life Sciences Virtual Agent chatbot conversation enables patients to view their healthcare request status.

A Virtual Agent conversation topic defines the dialog between the Virtual Agent chatbot and the patient to accomplish a specific goal. The information exchanged during the conversation flow, such as user inputs and virtual agent responses, enables the virtual agent to fulfill a request or help complete a task.

Virtual Agent when integrated with the Healthcare and Life Sciences Service Management Core application, enhances the patient experience by addressing request-related queries immediately. At any time during a virtual conversation, a patient can request to interact with a live agent. For more information, see Virtual Agent.

The Healthcare and Life Sciences Service Management Core application includes the read-only Check request status Virtual Agent topic. When the Check request status topic is active, patients can search for their requests and check the status of an existing active request. To make a Virtual Agent topic available, as a user with the admin role, you must publish a predefined Virtual Agent topic. For more information, see Publish a Virtual Agent topic.

As an administrator, you can also duplicate a pre-defined Virtual Agent topic to customize and then publish the topic. For more information, see Duplicate a Virtual Agent topic.