Operator Virtual Agent Package


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

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

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

Examples

A Support person wants to see the list of assets for user Franck Bishop A Support person wants to see information on pending actions
Operator Template - Assets list example.png Operator Template - Backlog example.png

Notes

  • By default, all procedures in the Operator Virtual Agent package are written to communicate using a male virtual agent with a formal style of language.
  • Elements required for the Operator 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 will run a search and display 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.

List of Operator virtual agent procedures

       Operator virtual agent tree.png

Assets

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

User's question Actions performed by the virtual agent
  • Get the warranty status of an asset?
  • What is the warranty expiry date for (*)?
Search for and display the warranty expiry date of the asset corresponding to the reference entered
  • List the assets of an employee
  • What are the assets of (*)?
Search for and display the list of equipment for a user using the user name or email address
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 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
  • 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
  • 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
  • Find the manager of a colleague
  • Who is the manager of (*)?
Search for and display the User form corresponding to manager of the employee name entered

Procedure: How to install the Operator Virtual Agent package

Step 1: Install the components required by the Operator virtual agent manually.
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Step 2: Create the Operator virtual agent.

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 Administration > Service Bots > Agents in the menu.

3. Click + Add to create the virtual agent.

Note: From Autumn 2020 - Build 2020.2.108.7 onwards.

The list of predefined virtual agent missions will appear.

  • Select the Empty mission.
  • Click Set General Information.

    Virtual agent library - Selected mission.png

  • Enter its name, reference and description.
  • Select its dedicated domain.
  • Click Add icon.png and associate the Self Help projects specific to the Operator virtual agent.

5. 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.
Note: From Autumn 2020 - Build 2020.2.108.7 onwards.
6. (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 3: 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 4: Configure and publish the Operator virtual agent procedures.

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 5: Deploy the Operator 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.

List of files to download

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Last modified by Unknown User on 2021/07/19 14:59
Created by Administrator XWiki on 2021/07/19 14:59

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