User Virtual Agent Package


From:

  • Self Help: versions Cobalt 1.1 and later
  • Service Manager: versions Oxygène 2.0 and later (for using the Service Manager package).

This package enables you to create a virtual agent to provide a set of answers to questions asked by users who require information on data stored in Service Manager. These answers can concern the list of assets (equipment, licenses, contracts), tickets, or employees.

  • Once the virtual agent is created, the Desktop Studio in edit mode will display a set of procedures arranged in three subfolders, i.e. Assets, Tickets and Employee Directory.  Open url.png See the description.
  • Customers can adapt the procedures to the identity of their User virtual agent and corporate style guide.

Examples

User A wants to see the list of user-assigned assetsUser B is searching for information on an employee
End User Template - Assets list example.pngEnd User Template - Employee form example.png

Notes

  • By default, all procedures in the User Virtual Agent package are written to communicate using a male virtual agent with a formal style of language.
  • Elements required for the User Virtual Agent project to work correctly:
  • Service Manager project procedures do not need to be published.
     

Dynamic procedures using wildcards (*)

  • Certain package procedures are dynamic thanks to a sequence of characters (*).
  • The virtual agent runs the search and displays the answer by replacing the variable (*) with the value entered by the user
          Open url.png See How to use wildcards (Characteristics of virtual agent procedures).

example  

  • Procedure: Who is the manager of (*)?
  • User's question: Who is the manager of Gaby Morley?
  • Virtual agent's answer: The manager of Gaby Morley is Franck Gounod.

Best Practice

  • From version Autumn 2020 - Build 2020.2.108.7 You can install it easily using the predefined Employees mission in the virtual agent creation wizard. Open url.png See the procedure.

Characteristics specific to versions prior to Autumn 2020 - Build 2020.2.108.7

List of User virtual agent procedures

        End user virtual agent tree.png

Assets

Note: The term, Assets encompasses equipment, licenses and contracts.

User's question Actions performed by the virtual agent
  • Find the warranty date of an equipment
  • What is the warranty expiry date for (*)?
Search for and display the warranty expiry date of the assets corresponding to the reference entered.
What are my assets? Search for and display the list of user assets.

Tickets

Note: The term, Tickets encompasses incidents, service requests, change requests and investment requests.

User's question Actions performed by the virtual agent
How many requests Search for and display the number of requests made by the user.
List of my recent requests Search for and display the list of recent requests made by the user.

Note: The search period can be configured. By default, it is ten days.

List of requests I have created Search for and display the list of all requests made by the user.
My backlog Search for and display the list of pending actions for the user.
My requests Search for and display the list of open tickets for the user.
  • What is the expected date?
  • What is the expected date of (*)?
Search for and display the target resolution date of the cached ticket or the ticket corresponding to the reference entered.
  • What is the status of a request?
  • What is the status of (*)?
Search for and display the status of the ticket corresponding to the reference entered.

Employee Directory

User's question Actions performed by the virtual agent
Employee contact info Search for and display the User form of the cached employee.
  • Find the manager of a colleague
  • Who is the manager of (*)?
Search for and display the User form corresponding to the manager of the employee name entered.
  • Search for department
  • Who works in (*)?
Search for and display the list of employees working in the department corresponding to the reference entered.
  • Search in user directory
  • Who is (*)?
Search for and display the User form corresponding to the employee name entered.

Procedure: How to install the User Virtual Agent package

From: Self Help versions Autumn 2020 - Build 2020.2.108.7 and later. Open url.png See the procedure for earlier versions.

Step 1: Create the User virtual agent.

VirtualAgentCreation_Procedure

Note: Only for domain administrators.

1. Go to the Online Studio and select Channels > Agents in the menu.

2. Click + Add.

3. Specify the information of the virtual agent. Open url.png See the detailed procedure.

  • From version Autumn 2020 - Build 2020.2.108.7 Select the Employees predefined mission.
  • Select the Self Help projects that you want to associate with the agent.
  • From version Autumn 2020 - Build 2020.2.108.7  (optional - only when the virtual agent must be integrated within a Web page) Define the virtual agent's visual layout using the visual layout library.

Step 2: Configure the Service Manager connection package.

ServiceManagerPackageConfiguration_Procedure

1. Go to the Desktop Studio in edit mode.

2. Expand the tree structure of the Service Manager project in the virtual agent's domain.

3. Specify the parameters for the oSetup variable found in the project library, which are required to call the Service Manager REST API.

     Open url.png See the detailed procedure.

Step 3: Configure and publish the procedures of the User virtual agent.

ProceduresConfigurationPublication_Procedure

1. Adapt the procedures specific to the virtual agent to the identity of your virtual agent in compliance with your corporate style guide.

     Open url.png See:

2. Publish all of the virtual agent procedures for the Self Help projects. Open url.png See the detailed procedure.

Note:  Service Manager project procedures do not need to be published.

Step 4: Deploy the User virtual agent.

VirtualAgentDeploiement_Procedure

1. Configure the integration mode of the virtual agent depending on the display channel. Open url.png See the detailed procedures.

2. Inform users that the virtual agent is now available.

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