Social Base Package


From:
  • Self Help: Cobalt version onwards
  • Service Manager: Oxygen 2.0 version onwards (for the Service Manager package)

This package enables you to create a Self Help project containing a set of answers to general questions or socially related questions that users can ask the virtual agent.

You can install it easily using the predefined Starter Pack 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, i.e. answers to socially related questions, answers to user-specific behavior (welcome, misunderstanding, help request, etc.).
  • Customers can adapt the procedures to the identity and scope of action of the virtual agent in compliance with their corporate style guide.
  • A misunderstanding procedure is included in the package and can be adapted. It includes an escalation procedure that creates a ticket when the virtual agent is unable to find an appropriate answer to the request entered by the user. Open url.png See the configuration examples.

Examples

       Social Base procedures - Examples.png

Notes

  • The installation of this package is vital for the virtual agent to work.
  • By default, all procedures in the social base are written to communicate using a male virtual agent with a formal style of language.
  • To facilitate the implementation of new Self Help projects, the Starter Pack mission includes an empty Knowledge project. This project is not required for the virtual agent to work. You can therefore delete it from the virtual agent's scope.
  • Service Manager project procedures do not need to be published.
     

Escalation procedure

  • If you want the virtual agent to create tickets, you must install the connection package corresponding to the third-party product used, e.g. Service Manager, ServiceNow, etc.
  • By default, a ticket will be created once the virtual agent is unable to find any answer to three requests entered by a user.
  • The ticket creation functionality can be disabled.

Best Practice

  • The Self Help Social base project can be shared by several virtual agents within the same domain. In this case, you should import the Social base package into a specific Self Help project that each virtual agent can access.

example  Social base project shared by three virtual agents

         Several virtual agents - Schema - FR.png

Characteristics specific to versions prior to Autumn 2020 - Build 2020.2.108.7

List of package procedures

        Social base tree.png

Procedures at the root of the Self Help project

The five most commonly used procedures whose adaptation should be prioritized are grouped at the root of the Self Help project.

Note: The way each procedure is run is defined by the ServiceBots - Virtual Agent Procedure Characteristics Agent Flag metadata specific to each virtual agent.

Procedure Agent Flag Description
Welcome welcome The welcome message is displayed as soon as the conversation panel opens.
Goodbye bye This displays a message at the end of the conversation.
Samples hidden This provides examples of questions that users can enter in the conversation panel.
Misunderstanding misunderstanding This asks the user to rephrase the question and runs the escalation procedure when the virtual agent is unable to find an appropriate answer to the request entered by the user.
Rephrase rephrase This provides a set of answers when the virtual agent is unable to find a single knowledge article that matches the user's request.
Tag list hidden This displays a tag cloud associated with the virtual agent.

Small Talk

Batch of procedures with answers to everyday questions, outside the scope of the virtual agent. Each question is associated with a short text answer.

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

Procedures

How to install the Social base 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 (optional): Install the connection package used for ticket creation.

Note: The misunderstanding escalation procedure included in the Social base package is used to create tickets in third-party products when the virtual agent is unable to find an appropriate answer to the request entered by the user. If you enable this functionality, you should install the connection package corresponding to your third-party product.

1. Download the connection package to your workstation.
         Open url.png See List of connection packages

2. Open the Desktop Studio in edit mode.

3. Import the file into the domain of the virtual agent.
A new Self Help project with the name of the third-party product will be created. All procedures will automatically be imported and added to the tree structure.

Step 2: Create the Social base virtual agent.

Note: The Starter Pack mission includes an empty Knowledge project. This project is not required for the virtual agent to work. You can therefore delete it from the virtual agent's scope by unselecting it in step 5.

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 Starter Pack 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 Starter Pack 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.

Step 3 (optional): Configure the Service Manager connection package.

Note: Only if your misunderstanding escalation procedure enables you to create tickets via Service Manager.

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 procedures of the Social base 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.

How to customize the social base

You can customize all of the procedures in the two folders, Small talk and System in order to adapt them to the identity of your virtual agent and corporate style guide.

Formal or informal style of language

1. Open each procedure where the virtual agent addresses users, e.g. welcome, misunderstanding, etc.

2. Adapt the text to the style of language you want.

 Adapt procedures to the virtual agent's identity and scope of action

Welcome procedure

1. Open the procedure.

2. Modify the text:

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

Samples procedure

1. Open the procedure.

2. Modify the text by adapting the examples of questions users can ask the virtual agent.
         Samples - Example.png

Misunderstanding procedure

1. Open the procedure.

2. Adapt the procedure steps to your specific escalation procedure. Open url.png See the examples.

3. Adapt the text in every step found in the last level of the procedure.

Customize the misunderstanding procedure

Standard package procedure

  • The escalation procedure is defined using a procedure with three branches.
             Misunderstanding procedure - Standard process.png
  • (1) and (2) The request is not understood by the virtual agent and it contains a ticket number or email address. The virtual agent will ask the user to rephrase the request.
     
Ticket number Email address
Misunderstanding procedure - Standard process result with ticket number.png Misunderstanding procedure - Standard process result with linked email.png
  • (3) The request is not understood by the virtual agent and it does not contain a ticket number or email address. The sub misunderstanding sub-procedure will be triggered.
             Misunderstanding procedure - Standard process result with no information.png
    • (1) The procedure increments the number of misunderstandings before running the escalation procedure. By default, the escalation procedure is run once there are three misunderstandings.
       
    • (2) If the number of misunderstandings is less than the escalation threshold, the virtual agent will ask the user to rephrase, using three randomly selected phrases.
       
    • (3) If the number of misunderstandings exceeds the escalation threshold, the escalation procedure will be run.

Escalation with ticket creation in a third-party product

Note: Default procedure in the Social base package

  • The escalation procedure is defined via the ticket creation procedure, called using its alias. This is defined in the third-party connection package.
  • Once there are three misunderstandings, the ticket creation procedure will be run.
     
Procedure Result
Misunderstanding procedure - Process with ticket creation.png Misunderstanding procedure - Example with ticket creation.png

Escalation with email sent to the Support website

  • The ticket creation sub-procedure must be replaced by a step that calls the connector for sending Self Help emails.

See the detailed step-by-step procedure in Self Help.

  • Once there are three misunderstandings, the procedure for sending an email to the Support website will be run.
     
Procedure Result
Misunderstanding procedure - Process with sending email to support.png Misunderstanding procedure - Example with sending email to support.png

Escalation displaying Support contact details

  • The escalation procedure is defined via a Page step that displays the contact details of the Support team.
  • Once there are three misunderstandings, the virtual agent will display the contact details of the Support team.
     
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 2021/05/28 13:02
Created by Administrator XWiki on 2019/12/10 17:17

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