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Get help using virtual agent conversations

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Get help using virtual agent conversations

Use the pre-built Customer Service Virtual Agent chatbot conversations designed to help your customers complete common self-service tasks, such as getting help with a product or checking the status of a case. Use pre-defined NLU with your virtual agent chatbot topics to enable the chatbot to assess the intent of the user input and provide the best response based on the context of the conversation.

Before you begin

If you are an anonymous user not logged into the application, you can get help by entering keywords for an issue and choose to get transferred to a live agent.

Role required: sn_customerservice.customer, sn_customerservice.consumer

A user with a proxy_contact role can also check the case status for a customer.

About this task

The information exchanged during the conversation flow (user inputs and bot responses) enables the chatbot to fulfill a user request or assist a user in completing a task. If the user has a question or an issue with an existing product or order, the virtual agent searches the keyword and displays relevant knowledge articles that can help resolve the issue. If there are no relevant articles, it creates a case.

When you use ServiceNow NLU, it enables discovery of the chatbot topics based on either the keywords entered in the chat or the user-intent and matches an entity with the user input. It also makes the entity available to the topic if there is a match.

Procedure

  1. Navigate to the Customer Service Management portal.
  2. Click Chat.
    You can click Show Me Everything to display all available topics or enter keywords to narrow down the display for relevant topics.
  3. If you are a logged-in user, enter keywords to get help on a case, an issue, or an order.
    • If NLU is enabled, it will guide you through the right topic based on the utterance.
    • If NLU is not enabled, it will display topics based on the match for the entered keywords. You can make a selection from all available topics displayed.
    Note: Contact your system administrator to determine if the topics are NLU-enabled.
  4. Do any of the following:
    ToFollow these steps
    Check the status of a case
    1. Do one of the following:
      • If you are using the virtual agent conversation without enabling NLU, click Check Case Status.
      • If you are using NLU in your virtual agent conversation, enter an utterance to check the status of a case.
        Note: If you provide a case number, you will be presented with the details of the case.
    2. Select a case from the case list that you would like to get help for.
    3. When the case information displays, you can do one of the following:
      • Add a comment
      • Attach a picture
      • Check another case
      • Contact an agent.
    To exit the chat conversation, click I'm done.
    Get help with a product
    When you enter a keyword, the chatbot returns a list of related knowledge articles. If there are no matching articles associated with the description, a case is automatically created and displays the following information:
    • Case identification number
    • Short description
    • State
    • Priority
    Take any of the following additional actions:
    • Update the product and asset
    • Add a comment
    • Attach a picture
    • Contact an agent
    To exit the chat conversation, click I'm done.
    Get help with an order
    1. Do one of the following:
      • If you are using the virtual agent conversation without enabling NLU, click Get Help with Order.
      • If you are using NLU in your virtual agent conversation, enter an utterance to get help on an order.
        Note: If you provide an order number, you will be presented with the details of the order.
    2. Select an order from the list of your orders that you would like to get help for.
    3. Take any of the following additional actions:
      • Add a comment
      • Attach a picture
      • Contact an agent
    To exit the chat conversation, click I'm done.
    Get help

    If you are an anonymous user not logged into the application, enter keywords on an issue. The chatbot returns a list of related knowledge articles that have been made public. If there are no matching articles that would help resolve the issue, you can choose to be transferred to a live agent.

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