This documentation supports the 20.02 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.11 from the Product version menu.

Leveraging live chat capability

The goal of this use case is to enable administrators to provide live chat capability for users by configuring BMC Helix Chatbot. A live chat enables users to have real-time conversations with support agents, if BMC Helix Chatbot cannot resolve the user's queries or provide sufficient information to respond to the user's request.

Scenario

ABC company does not have any support agents located in its Mexico City, Mexico, location. To provide better service to their users, they have configured chatbot, and now they want to enable live chat in Spanish, which will be supported by their staff in Houston, Texas. The staff will be available from 7 a.m. to 7 p.m. Central Time.

In this scenario, administrators can configure BMC Helix Chatbot to provide live chat capability to users. Once configured, BMC Helix Chatbot performs the following tasks:

  • Searches various knowledge repositories, such as the knowledge base or the corporate portal, and returns a solution to the user. 
  • If BMC Helix Chatbot cannot provide sufficient information to the user, asks if the user wants to be transferred to a live agent.
  • After the user confirms that the chat should be transferred to a live agent, routes the user to a support agent through the live chat capability of BMC Virtual Chat. 

The support agent based in Houston, Texas, accepts the chat request and engages in a live chat with the user. If localization is configured, the user interacts in Spanish and the message is automatically translated to English for the support agent. The agent responds in English and the response is automatically translated to Spanish for the user.


The following illustration provides information about a typical chat session from start to finish:

After users request to chat with a support agent, the following table provides information about the scenarios and their possible outcomes. For each outcome, default messages are displayed; however, you can modify the messages to suit your requirement.

ScenarioOutcome
If a support agent is available in the current work hour

The chatbot conversation displays the following message:

Please wait while I connect you to a Live Agent. From here on responses to you will be from a system generated message or from a Live Agent.

At any point, type /endlivechat to end live chat.

The support agent sees the chat request in the Support Agent Console, accepts the chat request, and converses with the user. When the user starts chatting with a support agent, an avatar image  is displayed. 

The support agent performs the following actions:

  • Understands the context of the user's issue by viewing the entire chat transcript.
    The chat transcript also includes the knowledge articles that were provided to the user earlier.
  • Uses various tools to assist in troubleshooting and resolving the issue.

At any point during the conversation, the user can close the chat session with the support agent.

If a support agent is not available in the current work hour

The chatbot conversation displays the following message:

Sorry, but the Live Chat desk is currently closed. To help resolve your issue you can type start over and rephrase your question, or I can create a Service Desk Request.  Which one would you like?

If the support agent's queue is fullThe user is informed that the support agent's queue is full, and is presented with alternate options to either create an incident or try again later. When the next support agent is available, the chat session resumes.  

If the support queue is configured in BMC Virtual Chat

Users are redirected to the appropriate support queue in BMC Virtual Chat. The support queues are used to match individuals or teams to subjects in which they have expertise. 

Users are routed to the support queue in the following order:

  1. Topic-based routing: Users are presented with subject-based options, and based on the subject they choose, the chat conversation is routed to the most appropriate support agent with that subject matter expertise. If the summarization service is configured, the live agent receives a summary of the end user's conversation with the chatbot. 

    Example:
    Please select a topic to be redirected to appropriate support agent. Type anything else to proceed ahead without selecting a topic.

    • Hardware issue
    • Software issue
  2. Location-based autorouting: Based on information in the People records, the users are automatically routed to an appropriate custom support queue. For example, based on the user's location, the chat request is routed to the support agent assigned for the specific location.
  3. General category routing: If both topic-based routing and autorouting is not configured in Virtual Chat application, the chat requests are routed to the General queue in Virtual Chat application.

To know more about support queues in BMC Virtual Chat, see 

Setting up support queues .

If users are connected to the support agent

A service request and corresponding incident is created. The service request ID and the incident ID are displayed in the chatbot conversation, so that users can track the status of the live chat request.

The following is an example of the message that provides the incident ID:

The following associated data has been added:

Incident: INC000000000508

Service request ID: REQ000000000238

If users want to cancel the live chat request

End users can cancel the live chat request at any point during the conversation by using the End Live Chat menu (for BMC Helix Chatbot web UI) or the /endlivechat command (for the supported chat channels).

Additionally, the support agent is notified when the user closes a conversation window or cancels the live chat request.

To learn how chat conversation is sent by email after cancelling the live chat request, see Request for the chat transcript.

If users are inactive in a live chat session

The user is eventually logged out. In this case, the user must restart another chatbot conversation and request to be transferred to a live agent.

Note: The default value for chat session timeout is 15 minutes.

If live chat is not configured but users still ask to start a live chat with support agent

The chatbot conversation displays the following message:

Sorry, but there is no Live Chat available. To help resolve your issue you can type start over and rephrase your question, or I can create a Service Desk Request. Which one would you like?

Benefits

Live chat enables the following benefits:

  • Escalates the user's issues to support agents seamlessly.
    Users can use the same chat window to converse with a support agent; they are not required to switch chat interfaces or perform additional authentications. 
  • Retains the user's chat history.
    When users escalate the chatbot conversation to a support agent, the chat history is retained and the entire chat transcript is transferred to the live agent. The chat transcript includes all of the knowledge articles that were previously provided to the user.  
  • Supports customers in need of help more efficiently.
    Users receive a faster service compared to phone and email, which can take a significant amount of time.
  • Provides a personalized customer service and increases customer satisfaction.
    Users can route the chat sessions to support agents when they need a personal attention for their issue.
  • Routes the chatbot conversation to the appropriate support queue in BMC Virtual Chat.
    Users can select from location-based routing or topic-based routing so that their questions are routed to the most appropriate support agent for that topic.

Workflow

TaskActionReference
1

As an administrator, configure BMC Helix Chatbot to provide live chat capability for end users.

Enabling live chat for users

2As an end user, start a live chat to escalate issues to support agents.

Using live chat to escalate issues to support agents

3As an end user, cancel the live chat request.Using live chat to escalate issues to support agents


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