BMC Virtual Chat helps self-service users solve issues. This application provides a virtual agent that converses with self-service users using a natural conversation engine. Self-service users access the system from the Self Service Portal by using any standard browser. When the self-service user asks a question, the virtual agent searches various knowledge repositories for solutions. At any time, the self-service users can escalate their issue and chat with a live agent. Agents access the system through the Support Agent Console, where they participate in live chat sessions with users. Live agents have additional tools available to help provide faster resolution to user issues.
The (47 minutes) provides an overview.
Learn more about the End-to-end process.