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Enabling case agents to assist users through chat

This use case describes how case agents can use BMC Live Chat in  BMC Helix Business Workflows to assist users to resolve their requests.

Scenario

BMC Helix Business Workflows is used to manage service requests for different lines of business within an organization. It integrates seamlessly with BMC Live Chat enabling users to interact with case agents through chat.

Consider a scenario where an employee of a company that uses BMC Helix Business Workflows to manage employee requests has a payroll related issue. The following actions describe how a case agent assists the employee to get the request resolved:

1911_live_chat_use_case.png

Workflow

The following table lists the tasks to enable a case agent to use BMC Live Chat in  BMC Helix Business Workflows:

Task

Product

Role

Action

Reference

1

BMC Helix Innovation Studio and

BMC Live Chat

Administrator and case business analyst

Configures  BMC Helix Business Workflows to work with BMC Live Chat.

2

BMC Helix Virtual Agent

Employee

Interacts with a case agent for a payroll request.

3

BMC Helix Business Workflows

Case agent

Interacts with the employee and resolves the employee request.

If required, creates a case for the employee request.

Benefits

Configuring BMC Helix Business Workflows to work with BMC Live Chat provides the following benefits:

  • Users can easily contact case agents and get their requests resolved faster.
  • Agents can resolve user requests through chats.
  • Agents can create a case based on a chat session.

Related topic

Configuring-BMC-Helix-Business-Workflows-to-work-with-Live-Chat