This topic demonstrates a sample interaction between a self-service user and a virtual agent. The self-service user, referred to as SS1, performs the following steps:

For a summary of the the actions illustrated in this sample interaction, see Summary of virtual agent session. To practice your own session with the virtual agent, see Practice with a virtual agent

(SS1) Log on to the Self Service Portal

  1. Open a browser and enter the URL supplied by your system administrator.
    The Login dialog box appears.
  2. Type your self-service user ID and press Enter.
    The Self Service Portal opens.

(SS1) Submit a question to the virtual agent to elicit an AIML response

  1. Type your question in the text box. For example, type the word test.
  2. Press Enter (or click Send).
    The virtual agent responds with the following answer: This is just a test

          

(SS1) Select an alternate language

  1. Click the Settings link and select a language from the Receive Message In menu. For example, select French.
    The previously displayed response is translated into French. 

  2. Click the Settings link and select English to reset the language to English.

(SS1) Submit a question to the virtual agent to elicit a BMC Knowledge Management response

  1. Type your question in the text box. For example, type How do I get a dos command prompt in Windows 7?
  2. Press Enter (or click Send ).
    The virtual agent responds with a link to a BMC Knowledge Management solution.

  3. Click the link to the appropriate solution provided by the virtual agent.
    The summary view of the relevant solution is presented.

(SS1) Submit a question to the virtual agent to elicit neither an AIML nor a BMC Knowledge Management response

  1. Type your question in the text box. For example, type Who is John Smith?.
  2. Press Enter (or click Send).
    The virtual agent responds with the following answer:
    I'm sorry but I did not find an answer to your specific question. I have created a web search where you may also find the answer. Click here.
  3. Click the link to submit the web search.
    The virtual agent passes your query to the Google search engine.

(SS1) Submit multiple questions to the virtual agent that require responses from different sources

  1. Type your questions in the text box. For example, type Who is Batman?, How do I get a dos command line in Windows 7?, and Who is John Smith?
  2. Press Enter (or click Send ).
    The virtual agent responds with the following answer:
    I've broken your question up into multiple answers. If you do not see the answer(s) you want below I might be better able to assist you if you ask me one question at a time and keep it to no more than 10-15 words.
    Each question is answered separately by the virtual agent.

(SS1) Check the hours for live support

  1. Click the Live Chat Hours link under the question box.
    A pop-up window displays the live chat availability hours.

  2. Click Close to close the Live Chat Hours window.

(SS1) Email the chat log

  1. Click the Email Chat link under the question box.
    A pop-up window displays the self-service user's email address.

  2. Click Send.
    A Chat Log Sent pop-up window displays the email address to which the chat log was sent.
  3. Click Close.
    The Chat Log Sent window closes and the Self Service Portal becomes the active window.

(SS1) Log out of the Self Service Portal

Click Logout. The portal window closes and you are logged out of the session.

Was this page helpful? Yes No Submitting... Thank you
  • No labels
© Copyright 2010 - 2015 BMC Software, Inc.
Legal notices