Virtual Agent User 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 can deliver to the questions of a user requesting information on data stored in Service Manager:

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 3 sub-folders: Assets, Tickets, Employee directory.
  • 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

The user requests the list of their assets The user requests information about an employee
End User Template - Assets list example.png End User Template - Employee form example.png

Notes

  • By default, all procedures for the Self Help project are authored to communicate via a male virtual agent which uses a polite form of language.
  • Certain procedures are dynamic due to the character sequence (*). The virtual agent performs its search and displays the answer by replacing the variable (*) With the value entered by the user. Open url.png See How to use wild cards.

example  

  • Procedure: Who is the manager of (*)?
  • User question: Who is the manage of Gaby Morley?
  • Virtual agent response: Gaby Morley’s manager is Franck Gounod.

List of procedures for the Self Help project

       End user virtual agent tree.png

Assets

Note: The Assets term includes equipment, licenses, contracts.

User question Actions performed by the virtual agent
What are my assets? Search and display list of user assets
What is the warranty expiry date for (*)? Search and display the warranty expiry date for the asset corresponding to the reference entered

Tickets

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

User question Actions performed by the virtual agent
How many requests have I made? Search and display the number of requests made by the user
List of my recent requests Search and display the list of recent requests made by the user

Note: The search period can be configured (by default 10 days)

List of requests I made Search and display the list of all requests made by the user
My requests Search and display list of open tickets for this user
What is the status of (*)? Search and display the status of the ticket corresponding to the reference entered
What is the resolution date? Search and display the resolution date for the stored ticket

Employee directory

User question Actions performed by the virtual agent
How to contact them? Search and display the contact details for the employee stored
Who is (*)? Search and display the contact details for the employee matching the name entered
Who is the manager of (*)? Search and display the contact details for the manager of the employee matching the name entered
Who works in (*)? Search and display the list of employees working in the department matching the reference entered

Procedure: How to install the Virtual agent user package

Step 1: Installation and configuration of pre-requisite elements

Social database

Note: The Social database package must be installed for correct operation of the virtual agent.

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.

Service Manager connection package

1. Download the file below to your workstation.
         Download icon.png Service Manager connection package

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

3. Configure the connection package. Open url.png See the procedure.

Step 2: Installation of the Virtual agent user package

1. Download the file below to your workstation.
         Download icon.png Virtual agent user package

2. Go to the Studio Edit mode and import the file into your virtual agent domain.
A new Self Help Virtual agent User 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.

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 Self Help projects created earlier: the Social database project, the Self Help Service Manager project, the Self Help Virtual agent user project.
Note: Do not select the Service Manager Self Help project. It is automatically called via an alias.

7. Click Add.

Tags:
Last modified by Unknown User on 2020/03/11 18:40
Created by Administrator XWiki on 2019/12/10 17:20

Shortcuts

Recent changes
•  Service Manager
•  Service Apps
•  Self Help

Glossary

Powered by XWiki ©, EasyVista 2020