Chapter 13 - Virtual Agent Overview

Question 1

What is the virtual agent?

Answer 1

Virtual Agent is a chatbot platform that provides assistance to help users obtain info, make decision and perform common work tasks:
The includes info stored in:
The Knowledge bases
Service Catalog
System records

Question 2

How does it personalize customer experience?

Answer 2

Virtual agent offers a personalized customer experience by automating typical Tier 1 support tasks to be accomplished, including:
Answering FAQs
Providing tutorial (‘how to’) info
Querying or updating records (for example, get the status on cases/incidents)
Gathering data, such as attachment, for the agent
Performing diagnostics
Resolving multi-step problems