Social database Package


Specific to: Service Manager Oxygen 2.0 and later.

This package integrates a Self Help project which provides a set of answers that a virtual agent may deliver to general  or employee-related questions entered by a user. It is essential for the correct operation of any virtual agent

The package is delivered in the form of an archive to import in the Self Help domain to which the virtual agent is attached.

  • Once installed, the file explorer of the Studio Edit mode displays a set of procedures grouped into two sub-folders: Answers to common social questions and answers to specific user behaviors (welcome, misunderstanding, help request, etc.).
  • Each client can adapt the procedures to match the identity and field of action of the virtual agent, and to its style / authoring guides.

Examples

       Social Base procedures - Examples.png

Notes

  • The installation of this package is essential for correct operation of the virtual agent.
  • By default, all procedures in the social database are authored to communicate using a male virtual agent which uses a polite form of language.
  • A misunderstanding procedure is included in the package. It foresees an escalation procedure with the creation of a ticket when the virtual agent does not identify a suitable answer for the user’s question.
    • The ticket is created in a third-party product (Service Manager, ServiceNow, etc.). The corresponding connection package must be installed in the virtual agent beforehand.
    • By default, a ticket is created after three user inputs not understood by the virtual agent.
    • The ticket creation function may be deactivated.

          Open url.png See Configuration examples for the Misunderstanding procedure

Best Practice

  • The Self Help Social database project can be shared between several virtual agents in the same domain. In this case, import the Social database package into a dedicated Self Help project accessible to each virtual agent.

example Social database project shared between three virtual agents.

         Several virtual agents - Schema - EN.png

List of package procedures

        Social base tree.png

Small Talk

Set of procedures to answer common questions outside the scope of the virtual agent. 

  • Each of the question generates a short, text-only answer.
     

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

System

Note: The execution mode for each procedure is defined by the Agent Flag metadata which is specific to a virtual agent.

Procedure Metadata Agent Flag Description
Welcome welcome Displays the welcome messages when the conversation panel is opened
goodbye Goodbye Displays a message when the conversation is over
Hello hidden Displays a response to a user greeting
Example inputs hidden Proposes example questions that the user may enter in the conversation panel
Misunderstanding misunderstanding Prompts the user to rephrase their question or to initiate escalation if the virtual agent cannot generate a suitable answer to the question asked
I need help hidden Displays a cloud of keywords and example inputs in response to a user’s general help request
List of proposals rephrase Provides a set of answers to the user when the virtual agent cannot find unique knowledge relating to the user’s input
Tag list hidden Displays a cloud of tag words related to the virtual agent.

Procedures

How to install the Social database package

Step 1: Installation and configuration of pre-requisite elements

Note: If you use an escalation procedure which creates a ticket in a third-party product, you need to install the connection package for this product.

example Creating a ticket in Service Manager ==> the Service Manager connection package must be installed

Third-party product connection package

1. Download the appropriate connection package for your third-party product.
         Open url.png See the list of available connection packages.

2. Go to the Studio Edit mode and import the file into your virtual agent domain.
A new Self Help project is created, bearing the name of the connection package. All procedures are automatically added to the tree structure.

3. Configure the connection package with the aid of its user documentation. 

Step 2: Installation of the Social database package 

1. Download the file below to your workstation.
         Download icon.png Social database package

2. Go to the Studio Edit mode and import the file into your virtual agent domain.
A new Self Help Social database project is created. All procedures are automatically added to the tree structure.

3. Adapt the procedures to the identity of your virtual agent and to your style / authoring guides. Open url.png See How to customize the social database.

4. (optional) Adapt the Misunderstanding procedure to your escalation process. Open url.png See Configuration examples.

Step 3: Publication of virtual agent procedures

    Note: Step performed by an editor.

1. Publish all procedures for Self Help projects created earlier.

Caution: Do not publish hidden procedures (those where the Agent Flag metadata = Hidden), which must not be accessible to users.

Step 4: Creation of the virtual agent

Note: You must use a profile with access rights to the Administration module.

1. Access the Administration module via the Studio Home page > Editor portal > Administration.

2. Open the Administration menu > Service Bots > Agents.

3. Create the virtual agent using Add.
Note: If you have already created an agent in this domain, select it using the Update button.

4. Enter information about the new agent: name, reference, description.

5. Select the Self Help domain dedicated to the virtual agent.

6. Using Add icon.png then Add, select all the Self Help projects created previously: the Social database project, the Self Help project for your third-party product.

7. Click Add.

How to customize the social database

You can customize all the procedures of the two Small talk and System directories, to adapt them to the identity of your virtual agent and your style / authoring guides.

Informal or formal language rule

1. Open each procedure where the virtual agent communicates with the user: Welcome, Misunderstanding etc.

2. Modify the text according to your own rules.

Adapt the procedures to the identity and field of action of the virtual agent.

Welcome procedure
1. Open the procedure.

2. Modify the text:

  • (1) Enter the name of your virtual agent.
  • (2) Define the scope of action of the agent.
             Welcome - Example.png
      

Example input procedure
1. Open the procedure.

2. Modify the text by adjusting the example text to the answers that your virtual agent may provide.
         Samples - Example.png

Misunderstanding procedure

1. Open the procedure.

2. Adapt the steps of the procedure to your own escalation process. Open url.png See Examples.

3. Customize the text of each step located on the last level of the procedure.

Customization of the misunderstanding procedure

Standard package procedure

  • The escalation process is defined through a 3-branch procedure.
             Misunderstanding procedure - Standard process.png
  • (1) and (2) The question is not understood and bears a ticket number or an email address: the agent prompts the user to rephrase their question.
     
Ticket number Email address
Misunderstanding procedure - Standard process result with ticket number.png Misunderstanding procedure - Standard process result with linked email.png
  • (3) The question is not understood by the virtual agent but does not carry either a ticket number or an email address: the Sub-Misunderstanding sub-procedure is initiated.
             Misunderstanding procedure - Standard process result with no information.png
    • (1) The procedure increments the number of misunderstandings before the escalation process is initiated. By default, the escalation process is initiated after three user inputs that the agent is unable to understand.
       
    • (2) If the number of user inputs that are misunderstood is below the threshold to initiate escalation, the virtual agent requests the user to rephrase their question (three different sentences selected randomly).
       
    • (3) If the number of user inputs that are misunderstood reaches the escalation threshold, escalation is initiated.

Escalation with creation of a ticket in a third-party product

Note: Default procedure for the Social database package 

  • The escalation process is defined using the ticket creation procedure (called using its alias), which is defined in the third-party product connection package.
  • After three user inputs that are misunderstood, the ticket creation process is initiated.
     
Procedure Result
Misunderstanding procedure - Process with ticket creation.png Misunderstanding procedure - Example with ticket creation.png

Escalation with transmission of an email to the Support site

  • The ticket creation sub-procedure must be replaced by a call step to a Self Help email connector.

See detailed step by step process in Self Help

  • After three user inputs that are misunderstood, the email to the Support site process is initiated.
     
Procedure Result
Misunderstanding procedure - Process with sending email to support.png Misunderstanding procedure - Example with sending email to support.png

Escalation with display of Support site contact details

  • The escalation process is defined using a Page type step providing the user with the contact details for the applicable department.
  • After three user inputs that are misunderstood, the virtual agent displays the contact details of the Support site.
     
Procedure Result
Misunderstanding procedure - Process with displaying support details.png Misunderstanding procedure - Example with displaying support details.png
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Last modified by Unknown User on 2020/05/14 20:30
Created by Administrator XWiki on 2019/12/10 17:17

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