Operator Virtual Agent Package
This package enables you to create a virtual agent to provide a set of answers to questions asked by Support persons who require information on data stored in Service Manager. These answers can concern the list of assets (equipment, licenses, contracts), tickets of employees and information on employees.
- Once the virtual agent is created, the Desktop Studio in edit mode will display a set of procedures grouped in three subfolders, i.e. Assets, Tickets, Employee Directory.
See the description.
- Customers can adapt the procedures to the identity of their Operator virtual agent and corporate style guide.
Examples
A Support person wants to see the list of assets for user Franck Bishop | A Support person wants to see information on pending actions | |
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Notes
- By default, all procedures in the Operator Virtual Agent package are written to communicate using a male virtual agent with a formal style of language.
- Elements required for the Operator Virtual Agent project to work correctly:
- Social base package
- Service Manager connection package
- 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 will run a search and display the answer by replacing the variable (*) with the value entered by the user.
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.
List of Operator virtual agent procedures
Assets
Note: The term, Assets encompasses equipment, licenses and contracts.
User's question | Actions performed by the virtual agent | |
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Search for and display the warranty expiry date of the asset corresponding to the reference entered | |
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Search for and display the list of equipment for a user using the user name or email address | |
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 | |
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How many requests | Search for and display the number of requests made by the user | |
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 | |
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Search for and display the target resolution date of the cached ticket or the ticket corresponding to the reference entered | |
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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 | |
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Employee contact info | Search for and display the User form of the cached employee | |
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Search for and display the list of employees working in the department corresponding to the reference entered | |
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Search for and display the User form corresponding to the employee name entered | |
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Search for and display the User form corresponding to manager of the employee name entered |
Procedure: How to install the Operator Virtual Agent package
Step 1: Install the components required by the Operator virtual agent.
PackagesInstallation_Procedure_Autumn2020andPriorVersions
1. Install the Social base package. See the description.
- Download the file below to your workstation.
- Open the Desktop Studio in edit mode.
- Import the file into the domain of the virtual agent.
A new Social base project will be created. All procedures will automatically be imported and added to the tree structure.
2. Install the Service Manager connection package. See the description.
- Download the file below to your workstation.
- Open the Desktop Studio in edit mode.
- Import the file into the domain of the virtual agent.
A new Service Manager project will be created. All procedures will automatically be imported and added to the tree structure.
3. Install the Operator Virtual Agent package.
- Download the file below to your workstation.
- Open the Desktop Studio in edit mode.
- Import the file into the domain of the virtual agent.
A new Operator Virtual Agent project will be created. All procedures will automatically be imported and added to the tree structure.
Step 2: Create the Operator virtual agent.
VirtualAgentCreation_Procedure
1. Go to the Online Studio and select Channels > Agents in the menu.
2. Click + Add.
3. Specify the information of the virtual agent. See the detailed procedure.
- Select the Empty predefined mission.
- Select the Self Help projects that you want to associate with the agent.
- visual layout library. (optional - only when the virtual agent must be integrated within a Web page) Define the virtual agent's visual layout using the
Step 3: 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.
See the detailed procedure.
Step 4: Configure and publish the Operator virtual agent procedures.
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.
See:
- Deploying a virtual agent: Adapting procedures
- How to customize the social base
2. Publish all of the virtual agent procedures for the Self Help projects. See the detailed procedure.
Step 5: Deploy the Operator virtual agent.
VirtualAgentDeploiement_Procedure
1. Configure the integration mode of the virtual agent depending on the display channel. See the detailed procedures.
2. Inform users that the virtual agent is now available.
List of files to download
See the procedure for the installation.
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See the procedure for the installation.
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See the procedure for the installation.
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