BMC Virtual Agent provides a sophisticated chat console where self-service users can resolve issues by chatting with either a virtual agent or a live agent. The virtual agent uses a natural conversation engine to communicate with the self-service user and then searches various knowledge repositories to find answers to questions asked by the self-service user. When users are satisfied with the answer, they close the session. At any time, self-service users can escalate their issue and chat with a live agent. The chat history is retained and transferred to the live agent enabling the live agent to understand the issue immediately. The live agent uses the Support Agent Console to participate in live chats and employ additional tools to help troubleshoot and resolve the user issue.
The following example illustrates a typical chat session from start to finish:
- The self-service user logs on to the Self Service Portal and asks a question to the virtual agent.
- The virtual agent searches knowledge repositories, such as a knowledge base or corporate portal, and returns a solution to the user.
- If the self-service user is satisfied with the response, the user closes the chat session.
- If the self-service user needs additional assistance, the user starts a chat session with a live support agent.
- The support agent is logged on to the Support Agent Console and sees the request from the self-service user. The agent accepts the request and engages in a live chat conversation with the user.
- The support agent uses various tools to assist in troubleshooting and resolving the user issue.
- The support agent closes the chat session with the user when the problem is resolved.
If incident management integration is configured with BMC Virtual Agent, the agent or self-service user can also create an incident for the issue.