BMC Virtual Agent is a help desk chat tool used by support agents and self service users. It provides an animated virtual support agent that uses artificial intelligence to resolve customer issues. It integrates with existing knowledge repositories including company portals, Microsoft SharePoint sites, external support sites, and knowledge bases.
Users access the Self Service Portal from a browser and start a session by asking a question to the virtual agent. The virtual agent uses a natural conversation engine to communicate with the user and searches various knowledge repositories to provide an answer. At any time the user can request a live agent. The entire chat history is retained and transferred to the live agent, preserving the chat history.
Support agents use the Support Agent Console to participate in live chats with users. Each agent can chat with up to four users concurrently. Support agents chat with users to resolve their issues and use additional tools, such as question scripts, to expedite problem resolution. Support agents can also use the Collaboration Portal, where they can join group chat rooms to get assistance from other agents.
BMC Virtual Agent also provides the following features:
This section provides a high-level overview of the BMC Virtual Agent product.