Virtual Chat for BMC Remedy
Self Service Solutions
Enterprise Chat
Virtual Chat Remedy® includes robust enterprise chat capabilities. A self service user can bypass the Virtual Agent and immediately begin chatting with a live agent. The self service user can define their language and viewing preferences. The live chat can be routed to the correct agent or queue utilizing the BMC Remedy Assignment Engine. The chat agent is notified when there is a chat session pending and has a specific screen where they view four chat sessions simultaneously. A chat management screen allows a manager to monitor the queues, individual agent workload and run specific reports.
Lines of Defense
Knowledge used to resolve incidents often resides in more than one repository. The Virtual Agent has a “brain” where the most frequently asked questions (FAQs) and high-value solutions are stored. The Virtual Agent uses sophisticated pattern matching from the question to bring back the correct response. Within these FAQs, the Virtual Agent can present the user with steps, self-healing scripts, links to video, applications, policies, corporate intranets and the external sites. If there are no matches within the FAQs, she expands the search across multiple sources in order of priority that may include your knowledge base, corporate portals or external support sites.
Chat Routing
Getting the customer to the right agent is just as important in a chat session as it is in a support call. Virtual Chat for Remedy takes advantage of your existing BMC Remedy categorization and the BMC Remedy Assignment Engine to manage your chat queues. Chat managers can also manually assign chat sessions if required.
Incident Integration
Open and closed chat sessions can be immediately and automatically converted to BMC Remedy ITSM incidents with a rich history trail of the chat discussion within the incident. Robust field mapping allows the Remedy administrators to determine what elements are captured and where they are stored.
Automatic Language Translation
Both the chat agent and the self service user can choose their language preferences. The Virtual Agent answers and live chat responses are automatically translated. This overcomes the language barrier allowing both to send and receive information in their native language.
Customizable Interface
The interface can easily be customized using the BMC Remedy® Admin Tool for agents and self service users or using any HTML editor if deploying HTML interface to your self help users.
KPI/ROI Reporting
Key Performance Indicators (KPI’s) and Return on Investment (ROI) metrics are recorded and available for reporting on areas such as:
- Number of incidents resolved by Virtual Agent.
- Number of incidents resolved by live agents.
- Average wait times.
- Most FAQs and most frequently used solutions.
- Percentage of incidents being handled via Chat.
- And many more…
Multi-person Chat
Subject Matter Experts (SME’s) or other agents can be brought into an existing chat session to help reduce time to resolution and escalations.
Chat Rooms
Chat agents can use Chat Rooms to pose questions to other agents and SME’s to help resolve issues more quickly and enable organizational learning and knowledge sharing. Valuable knowledge can be captured and quickly turned into a FAQ.
Chat History
Open and closed chat sessions are tracked in the self service user and agent interface allowing for easy reference and to quckly resume open chat sessions.
Implementation/Maintenance TCO
VCR inherits the ease of implementation and maintenance of the BMC Remedy® Action Request System and allows for the power and scalability needed in an enterprise. This translates into a robust application with low Total Cost of Ownership.
