Customer Service Virtual Agent conversations

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

    The Customer Service Virtual Agent provides predefined chatbot conversations that assist users in obtaining help with products and services. By integrating Natural Language Understanding (NLU) models, the chatbot can analyze user intent and guide them to relevant topics effectively.

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    Key Features

    • Predefined Topics: The system includes templates for common issues, such as checking case status, product assistance, anonymous help, order inquiries, and request submissions.
    • Enabling Conversations: Administrators must activate the Glide Virtual Agent plugin and the Customer Service Virtual Agent Conversations plugin to utilize these features.
    • Customizable Topics: Administrators can duplicate and customize predefined topics to better fit their organization’s needs.
    • NLU Integration: The Customer Service NLU Model is automatically enabled with the main plugin, allowing for enhanced understanding of user intents like checking case status and submitting requests.

    Key Outcomes

    By activating and configuring the Virtual Agent conversations, customers can expect improved user experiences through efficient issue resolution, access to knowledge articles, and the ability to create or update cases seamlessly. This implementation not only streamlines customer support but also empowers users to find information quickly and effectively using natural language.

    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.