Skills
A skill is a container for the artifacts that define the conversation flow for user responses. Skills are typically based on specific topics or tasks, such as IT skills for IT-related queries and services. A skill is required to enable a conversational user experience for end users and is based on a persona who accesses the conversational chat assistant to resolve queries.
For example, the Summarization Skill is applied to summarize the chat conversation between agents and end users in BMC Live Chat. The following image shows the chat summary in a service request:
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