Service Bots - Using a Virtual Agent

Last modified on 2022/08/08 16:30

A virtual agent automatically assembles data from several Self Help projects. It can be deployed on different display channels, e.g. Service Apps, Web page, or Microsoft Teams. Customers can adapt its visual identity and content according to their requirements.

However, regardless of its configuration, a virtual agent always works in the same way.

Graphic interface of the virtual agent

Users communicate with the virtual agent in the conversation panel. Certain complex procedures may open in a side pane.

Call method

The virtual agent is called using a specific call button. You can also display a text field and a data entry field to help users.


Call button - Example 1.png
Call button - Example 2.png

Conversation panel

The conversation panel will open as soon as the virtual agent is called. It enables users to interact with the virtual agent via a system of questions and answers.

  • The conversation panel is displayed to the right of the page. Click Close virtual agent icon.png to close the conversation panel.
  • Users enter their request in the field found at the bottom of the panel and click Enter icon.png to validate.

        Conversation panel.png

Side pane

The side pane enables the virtual agent to display all complex procedures, step-by-step procedures and answers containing several images.

The opening of the side pane depends on the procedure, based on the configuration defined by writers.

        Sidebar pane.png

Functionalities of the virtual agent

Users can use several functionalities to communicate with the virtual agent and find answers to their questions.

Hyperlinks in the virtual agent's answers enable users to browse through Self Help procedures that are related to their request.

         Hyperlink navigation.png

Keywords (tags)

A Tags link found at the bottom of the conversation panel displays a tag cloud. When you click one of the tags, this will return one or more  Self Help help procedures.

  • The bigger the size of a keyword, the greater the number of Self Help procedures containing this keyword.

         Tag cloud.png

Exiting the dialogue

Users can exit the current dialogue without closing the virtual agent. Any new request, that is totally unrelated to the current dialogue and that does not correspond to the virtual agent's proposals, will interrupt the current procedure and start a new dialogue.

         Dialog exit - via new request.png

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