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.
