This package enables you to create a Self Help project containing a set of answers to general questions or socially related questions that users can ask the virtual agent.

• Once the virtual agent is created, the Desktop Studio in edit mode will display a set of procedures, i.e. answers to socially related questions, answers to user-specific behavior (welcome, misunderstanding, help request, etc.).
• Customers can adapt the procedures to the identity and scope of action of the virtual agent in compliance with their corporate style guide.
• A misunderstanding procedure is included in the package and can be adapted. It includes an escalation procedure that creates a ticket when the virtual agent is unable to find an appropriate answer to the request entered by the user.  See the configuration examples.

Examples

Notes

• The installation of this package is vital for the virtual agent to work.
• By default, all procedures in the social base are written to communicate using a male virtual agent with a formal style of language.
• To facilitate the implementation of new Self Help projects, the Starter Pack mission includes an empty Knowledge project. This project is not required for the virtual agent to work. You can therefore delete it from the virtual agent's scope.
• Service Manager project procedures do not need to be published.
   

Escalation procedure

• If you want the virtual agent to create tickets, you must install the connection package corresponding to the third-party product used, e.g. Service Manager, ServiceNow, etc.
• By default, a ticket will be created once the virtual agent is unable to find any answer to three requests entered by a user.
• The ticket creation functionality can be disabled.

Best Practice

• From version Autumn 2020 - Build 2020.2.108.7 You can install the package easily using the predefined Starter Pack mission in the virtual agent creation wizard.  See the procedure.
• The Self Help Social base project can be shared by several virtual agents within the same domain. In this case, you should import the Social base package into a specific Self Help project that each virtual agent can access.

Characteristics specific to versions prior to Autumn 2020 - Build 2020.2.108.7

• The predefined Starter Pack mission is not available in the virtual agent creation wizard.
       See the procedure for installing the package for versions prior to Autumn 2020 - Build 2020.2.108.7.

List of package procedures

Procedures at the root of the Self Help project

The five most commonly used procedures whose adaptation should be prioritized are grouped at the root of the Self Help project.

Note: The way each procedure is run is defined by the ServiceBots - Characteristics of Virtual Agent Procedures Agent Flag metadata specific to each virtual agent.

Small Talk

Batch of procedures with answers to everyday questions, outside the scope of the virtual agent. Each question is associated with a short text answer.

    example  What time is it? Do you speak other languages?

Procedures

How to install the Social base package

Step 1 (optional): Install the connection package used for ticket creation.

1. Download the connection package to your workstation.
          See List of connection packages. 

2. Go to the Desktop Studio in edit mode.

3. Import the file into the domain of the virtual agent.
A new Self Help project with the name of the third-party product will be created. All procedures will automatically be imported and added to the tree structure.

Step 2: Create the Social base virtual agent.

VirtualAgentCreation_Procedure

Step 3 (optional): Configure the Service Manager connection package.

ServiceManagerPackageConfiguration_Procedure

Step 4: Configure and publish the procedures of the Social base virtual agent.

ProceduresConfigurationPublication_Procedure

How to customize the social base

You can customize all of the procedures in the two folders, Small talk and System in order to adapt them to the identity of your virtual agent and corporate style guide.

Formal or informal style of language

1. Open each procedure where the virtual agent addresses users, e.g. welcome, misunderstanding, etc.

2. Adapt the text to the style of language you want.

 Adapt procedures to the virtual agent's identity and scope of action

Welcome procedure

Samples procedure

Misunderstanding procedure

Customize the misunderstanding procedure

Standard package procedure

• The escalation procedure is defined using a procedure with three branches.
           

• (1) and (2) The request is not understood by the virtual agent and it contains a ticket number or email address. The virtual agent will ask the user to rephrase the request.
   

Ticket number		Email address

• (3) The request is not understood by the virtual agent and it does not contain a ticket number or email address. The sub misunderstanding sub-procedure will be triggered.
           
  
  • (1) The procedure increments the number of misunderstandings before running the escalation procedure. By default, the escalation procedure is run once there are three misunderstandings.
     
  • (2) If the number of misunderstandings is less than the escalation threshold, the virtual agent will ask the user to rephrase, using three randomly selected phrases.
     
  • (3) If the number of misunderstandings exceeds the escalation threshold, the escalation procedure will be run.

Escalation with ticket creation in a third-party product

Note: Default procedure in the Social base package

• The escalation procedure is defined via the ticket creation procedure, called using its alias. This is defined in the third-party connection package.
• Once there are three misunderstandings, the ticket creation procedure will be run.
   

Procedure		Result

Escalation with email sent to the Support website

• The ticket creation sub-procedure must be replaced by a step that calls the connector for sending Self Help emails.
• Once there are three misunderstandings, the procedure for sending an email to the Support website will be run.
   

Procedure		Result

Escalation displaying Support contact details

• The escalation procedure is defined via a Page step that displays the contact details of the Support team.
• Once there are three misunderstandings, the virtual agent will display the contact details of the Support team.
   

Procedure		Result