Virtual Agents are a feature that allows organisations to create a Bot for customers to engage with on websites by asking it questions and providing automation capabilities. It is currently in preview and you can read all about what they are, their features and how to get started in this post here. It’s awesome thinking it can just be used for outside of an organisation, but what about for internal use? Virtual Agents can be embedded into Dashboards, and basically anywhere you can put an IFrame – (anywhere you can add HTML, which is ANYWHERE!). This post takes a look at how to do this and what the benefits are to an organisation.
This blog post is an extension of the Getting Started with Virtual Agents, so if you’d like the background or know how to get started before you read this, check out that post first!
Custom Flows in the Virtual Agent Experience need to meet some specific requirements to display, because VA’s don’t just allow any old Flow to be used. I’ve listed them below.
Being able to talk to a live chat agent is a popular website feature, especially in the Retail industry where staff are on hand to be able to manage and solve customer queries so they can get back to buying products. This became a popular service-oriented capability and more industries are adopting this feature, but one step further. Being able to embed bot technology before a real person is even required has now become the go-to strategy for customer service.