User Virtual Agent Package


From:
  • Self Help: Cobalt 1.1 version onwards
  • Service Manager: Oxygen 2.0 version onwards

This package enables you to create a virtual agent to provide a set of answers to questions asked by users who require information on data stored in Service Manager. These answers can concern the list of assets (equipment, licenses, contracts), tickets, or employees.

You can install it easily using the predefined Employees mission in the virtual agent creation wizard. Open url.png See the procedure.

  • Once the virtual agent is created, the Desktop Studio in edit mode will display a set of procedures arranged in three subfolders, i.e. Assets, Tickets and Employee Directory.  Open url.png See the description.
  • Customers can adapt the procedures to the identity of their User virtual agent and corporate style guide.

Examples

User A wants to see the list of user-assigned assets User B is searching for information on an employee
End User Template - Assets list example.png End User Template - Employee form example.png

Notes

  • By default, all procedures in the User Virtual Agent package are written to communicate using a male virtual agent with a formal style of language.
  • Elements required for the User Virtual Agent project to work correctly:
  • 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 runs the search and displays the answer by replacing the variable (*) with the value entered by the user
          Open url.png 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.

Characteristics specific to versions prior to Autumn 2020 - Build 2020.2.108.7

List of User virtual agent procedures

       End user virtual agent tree.png

Assets

Note: The term, Assets encompasses equipment, licenses and contracts.

User's question Actions performed by the virtual agent
  • Find the warranty date of an equipment
  • What is the warranty expiry date for (*)?
Search for and display the warranty expiry date of the assets corresponding to the reference entered.
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
How many requests Search for and display the number of requests made by the user.
List of my recent requests Search for and display the list of recent requests made by the user.

Note: The search period can be configured. By default, it is ten days.

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.
My requests Search for and display the list of open tickets for the user.
  • What is the expected date?
  • What is the expected date of (*)?
Search for and display the target resolution date of the cached ticket or the ticket corresponding to the reference entered.
  • What is the status of a request?
  • What is the status of (*)?
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
Employee contact info Search for and display the User form of the cached employee.
  • Find the manager of a colleague
  • Who is the manager of (*)?
Search for and display the User form corresponding to the manager of the employee name entered.
  • Search for department
  • Who works in (*)?
Search for and display the list of employees working in the department corresponding to the reference entered.
  • Search in user directory
  • Who is (*)?
Search for and display the User form corresponding to the employee name entered.

Procedure: How to install the User Virtual Agent package

Note: This procedure is applicable only from Autumn 2020 - Build 2020.2.108.7 onwards.

Open url.png See the procedure for earlier versions.

Step 1: Create the User virtual agent.

VirtualAgentCreation_Procedure

Note: Your user profile must be authorized to access the Service Bots > Agents menu in the Online Studio.

1. Open the Online Studio.

2. Select Service Bots > Agents in the menu.

3. Click + Add to create your virtual agent.
The list of predefined virtual agent missions will appear.
         Virtual agent library - Selected mission.png

4. Select the Employees mission.

5. Click Set General Information.

  • Specify the information for identifying the virtual agent.
  • Select the domain of the virtual agent.
    Only the domains you are authorized to access will appear.
  • The Self Help projects that the Employees mission requires for the virtual agent to work will automatically be associated.
    • Caution: Ensure that the option next to each project name is selected in order to import them.
    • Note: A warning message will appear if one of the Self Help projects already exists in the domain. You can select the option if you want to import it again.
  • Modify the scope of the virtual agent.
    • Click Add icon.png and associate the customer's Self Help projects that you want to add to the scope of the virtual agent.
      Note: Only those Self Help projects defined for your domain will appear.
    • Unselect the Self Help projects you do not want to associate with the virtual agent.

6. Click Save and Close to save the new virtual agent.

  • The list of virtual agents defined on the server will be refreshed.
  • The Self Help projects associated with the virtual agent will be imported to your domain.

VisualLayoutDefinition_Procedure

7. (optional - only when the virtual agent must be integrated within a Web page) Define the virtual agent's visual layout.

Note:  You configure the visual layout of the virtual agent integrated in a Service Apps app using the Virtual Agent widget.

Step 2: Configure the Service Manager connection package.

ServiceManagerPackageConfiguration_Procedure

1. Open 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. Open url.png See the procedure.
The virtual agent can call the Service Manager REST API.

Step 3: Configure and publish the procedures of the User virtual agent.

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.

    Open url.png See:

2. Publish all of the virtual agent procedures for the Self Help projects. Open url.png See the detailed procedure.

Note:  Service Manager project procedures do not need to be published.

Step 4: Deploy the User virtual agent.

VirtualAgentDeploiement_Procedure

1. Configure the integration mode of the virtual agent depending on the display channel. Open url.png See the detailed procedures.

2. Inform users that the virtual agent is now available.

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Last modified by Unknown User on 2021/07/15 14:59
Created by Administrator XWiki on 2019/12/10 17:20

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