Recently we had an exciting moment when we finally witnessed the first responses of 4me’s Virtual Agent. This chatbot will soon become available for all 4me customers so that they can activate it in their organization’s self service portal.

Many people have been looking forward to see how the 4me Development team would incorporate native chatbot functionality in the 4me service. Today, they can see how 4me’s service orientated data structure and tightly integrated KCS-based knowledge management functionality have made it possible for 4me customers to deploy a fully functional virtual agent in less than 5 minutes.

Rather than requiring organizations to spend weeks training a bot for every knowledge article and standard request, 4me’s virtual agent is smart enough to understand the intent of the person it is conversing with. Most importantly, it already knows which services someone is covered for by an active SLA. This dramatically improves the relevance of the virtual agent’s responses when it uses natural language processing to propose the knowledge articles and standard requests that are most likely to help the user.

Before proposing any knowledge articles or standard requests, though, the virtual agent first determines whether the user is trying to accomplish something that it can assist the user with without having to look through the knowledge base or request templates. For example, the user may want to change the picture in her 4me profile.

4me Virtual Agent

After submitting this information, the virtual agent will respond by offering the user a link to the section in 4me that allows the user to update her profile.

4me Virtual Agent

There are already several other things that the virtual agent is able to assist end users with. For example, it can look up the items in the user’s inbox.

4me Virtual Agent

Specialists can also use the virtual agent in a similar way to check their inbox. The bot will always show the three items that are at the top of the specialist’s inbox.

4me Virtual Agent

The fourth option can be pressed to open the complete My Inbox view.

After selecting one of the three inbox items that the virtual agent offered, the specialist can update the status of this inbox item to ‘In Progress’ by selecting the option ‘Start working’.

4me Virtual Agent

Selecting the ‘Complete request’ option causes the virtual agent to prompt the specialist for a completion reason and a note, after which the status of the selected request is updated to ‘Completed’.

But when a user is not looking for help with one of these standard activities, the virtual agent will look through the knowledge base for articles that might allow the user to help him- or herself.

4me Virtual Agent

If a relevant knowledge article cannot be found, the virtual agent attempts to find a request template that may help the user.

4me Virtual Agent

By first looking for ways to assist the user with standard activities in Self Service, or else trying to find a relevant knowledge article, the virtual agent helps to reduce the number of requests that get submitted to the support organization. And when a suitable knowledge article cannot be found, the agent continues by looking up a request template that will collect all the information from the user that the support organization needs to quickly complete (or automate the fulfillment of) the user’s request.

But if the virtual agent is also not able to offer a useful request template, it will offer to assist the user with the registration of a new request.

4me Virtual Agent

If ‘Yes’ option is pressed, the virtual agent will guide the user through the steps that will allow it to apply the correct service instance to the new request, select the most likely impact level and assign it to right team.

To activate the virtual agent, administrators and designers can go to the ‘Self Service Design’ section of the Settings console. There they can insert the {{virtual_agent}} widget in the Homepage HTML.

4me Virtual Agent

In the same ‘Self Service Design’ section, it is also possible to inject CSS to style the virtual agent and how the conversation is presented in 4me Self Service.

4me Virtual Agent

The virtual agent currently speaks English, French and Dutch. More languages will be added in the coming weeks.

4me Virtual Agent
4me Virtual Agent
Read more about 4me Service Management
Free demo