Bot Skills and Gaps

Understanding Capabilities

1. Discovering What's Possible:

   • Ask directly: "What can you do?" or "Help me understand your capabilities"
   • The agent will provide an overview of its functions and suggest common actions

2. Template Discovery:

   • Explore available service templates: "What kinds of tickets can I submit?"
   • View categorized options for different request types

3. Knowledge Base Access:

   • Access documentation: "Show me articles about VPN access"
   • The agent can retrieve and display relevant knowledge base articles

Handling Limitations

1. Recognizing Gaps:

   • The Virtual Agent will acknowledge when it cannot answer a question or perform a requested action
   • It will suggest alternatives or offer to connect you with human support

2. Providing Feedback:

   • Rate responses to help improve the system
   • Offer specific feedback about why a response was not helpful
   • Submit suggestions for new capabilities or knowledge articles

3. Escalation Paths:

   • Understand how to escalate issues beyond the bot's capabilities
   • Learn about alternative support channels for complex scenarios

The Virtual Agent continuously learns from interactions to improve its capabilities and reduce knowledge gaps over time.