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Use the Bot

This guide will help you understand how to effectively interact with and utilize the virtual agent bot for self-service support and automated assistance.

Understanding the Virtual Agent​

What is the Virtual Agent?​

  • Overview of the AI-powered virtual agent
  • Capabilities and limitations
  • Use cases and benefits
  • Integration with knowledge base and helpdesk
  • Screenshot of the virtual agent interface

Bot Channels​

  • Web widget implementation
  • Mobile app integration
  • Service portal availability
  • Messaging platform integrations (Slack, Teams, etc.)
  • Email-based interactions

Bot Interaction Basics​

Starting a Conversation​

  • Different ways to initiate a bot conversation
  • Welcome message customization
  • Initial menu options
  • Authentication options for personalized assistance
  • Screenshot of conversation initiation

Asking Questions​

  • Effective question phrasing
  • Natural language capabilities
  • Command-based interactions
  • Using buttons and quick replies
  • Suggested questions navigation

Understanding Responses​

  • Types of bot responses
  • Knowledge article presentations
  • Step-by-step guides
  • Decision trees and troubleshooters
  • Rich media responses (images, videos, attachments)

Complex Interactions​

  • Multi-turn conversations
  • Context preservation
  • Information collection forms
  • Guided workflows
  • Handoff to human agents

Bot Features​

Knowledge Base Access​

  • How the bot leverages knowledge content
  • Article suggestion mechanisms
  • Document search capabilities
  • Contextual knowledge recommendations

Ticket Management​

  • Creating tickets through the bot
  • Checking ticket status
  • Updating existing tickets
  • Adding information to tickets
  • Closing resolved issues

User Authentication​

  • Secure authentication process
  • Personalized assistance based on user profile
  • History-aware interactions
  • User preference retention

Interactive Tools​

  • Decision trees
  • Troubleshooters
  • Forms and surveys
  • Appointment scheduling
  • Service catalog browsing

Testing the Bot​

Common Questions​

  • Testing knowledge retrieval
  • FAQ handling capabilities
  • Contextual follow-up questions
  • Natural language understanding limits

Support Scenarios​

  • Issue reporting workflows
  • Information gathering sequences
  • Escalation path testing
  • Resolution verification

Bot Analytics Review​

  • Conversation success metrics
  • Common failure points
  • User satisfaction indicators
  • Improvement opportunity identification

Bot in Different Personas​

End User Experience​

  • Self-service capabilities
  • Ticket creation and tracking
  • Knowledge access
  • Guided troubleshooting

Agent Augmentation​

  • Bot assistance for agents
  • Knowledge suggestions during ticket handling
  • Automated routine tasks
  • Information gathering assistance

Best Practices​

Effective Bot Interaction​

  • Clear question formulation
  • Using provided options when available
  • Feedback provision for improvement
  • Knowing when to request human assistance

Admin Monitoring Tips​

  • Conversation review techniques
  • Success rate monitoring
  • Failed interaction analysis
  • Continuous improvement strategies

Next Steps​

After becoming familiar with the bot, consider:

  1. Customizing bot responses for your organization
  2. Training the bot on specific knowledge areas
  3. Setting up automated workflows
  4. Integrating the bot with additional systems

Troubleshooting​

Common Issues​

  • Bot misunderstanding questions
  • Knowledge gaps
  • Authentication problems
  • Handoff failures

Getting Help​

  • Support resources for bot functionality
  • Feedback mechanisms
  • Training and improvement options