Idea ID: 1767946

Integration of SMA-X Virtual agent (VA) with collaboration platform (Slack, MS Teams)

Status : Already Offered
Already Offered
See status update history
over 2 years ago

Integration of SMA-X Virtual agent (VA) with collaboration platform (Slack, MS Teams)

Today end user has capability to click on virtual assitant, create a request and chat with a live agent in SMA-X.

We need to extend this capability, so that when an end user submits a request and clicks on chat button,

1. A channel is automatically created in collaboration platform

2. Channel is auto-populated with VA chat history

3. A service desk agent is added to the channel

4. Service desk agent can then collaborate with other-agents or bots within collaboration platform (OOB)

5. A service desk agent from channel is able to do bi-directional communication with end user on VA

Moving the communication to collaboration platform helps service desk agent to interact with various teams at a time and close the issue quickly.

Also a bi-directional communication between VA and a collaboration platform allows service desk agent to work from a single platform instead of working from two platforms, logging into VA to answer end user (platform-1) and collaboration platfrom to talk to other team members (platform-2)

 

Thanks,

Madhav

 

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