Virtual Agent
The virtual agent integrates with your existing knowledge sources and applications, providing a single point of contact for your self-help users to quickly resolve their issues and get back to more productive tasks
Live Agent Chat
If the virtual agent can’t resolve the user issue, the chat session is directed to the correct support agent or queue based on your existing support workflow.
BMC Service Request Management
The virtual agent can quickly search and direct your users to proper service request forms such as requesting a new phone or new virtual server.
BMC Remedy Knowledge Management
Users are directed to your solutions that have been created and approved by your support staff for self service users giving them access to the combined knowledge of your support team.
Automated Support Actions
Users can quickly and easily resolve common issues by running automated support actions saving their time and the time of a support agent.
Password Reset
Reduce the clogging effect of call volumes by directing your users to the correct password reset application
FAQs
The virtual agent utilizes artificial intelligence and can be taught answers to most commonly asked questions.
Sharepoint and other knowledge sources
Knowledge within an organization can exist in multiple repositories such as SharePoint, corporate or department portals, and other knowledge bases. The virtual agent is able to sift through all this knowledge and bring it to your users
Surveys
The virtual agent can gather information about the users experience or any other subject in order to improve service and customer satisfaction.
Live Agent
Incident Integration
An incident is automatically created by the virtual agent and assigned to the support agent before the support agent begins chatting with a self service user. The incident is closed automatically when the agent closes the chat session. This ensures that chat sessions map to incidents within the ITIL framework.
Assignment Engine
When incidents are handle via phone, ACD systems route them appropriately based on the issue. An incident handled via chat requires the same kind of routing capability. Since VCR is Remedy-based, it leverages the existing Remedy workflow to route the chat session to the appropriate individual or group.
Service Request
If a user needs to order a new blackberry, the virtual agent has the intelligence to know that the user requires a service request and delivers the appropriate service request item ready to execute. A live chat agent can also send the correct service request item.
Knowledge
Remedy Knowledge Management is tightly integrated so that the virtual agent or live agents can send knowledge base articles to self service users to solve problems and answer questions. Additional knowledge sources can be easily integrated as well.
Agent to Agent Transfer
Chat sessions can easily be re-assigned or transferred between agents and queues.
Remote Control
Any remote control tool can be integrated to the Support Agent Console to enable a support agent to take control of a user’s machine to expedite resolution.
Analytics
Monitoring and reporting is critical to efficient management of the chat traffic. Managers have consoles with real-time statistics and the ability to take appropriate action right from the console. VCR can also utilizes existing Remedy metrics to create combined reports.
Group Chat Rooms
Subject Matter Experts can be quickly alerted and accessed by chat agents to get immediate access to more advanced solution information and reduce escalations. This knowledge can then be automatically taught to the virtual agent, improving self service success.
