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:
If incident management integration is configured with BMC Virtual Agent, the agent or self-service user can also create an incident for the issue.