Idea ID: 2762304

Smart virtual agent - How many does Max help?

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over 1 year ago

We are interested in finding out how many users Max "helps". If a user initiates a chat with the virtual agent, they may choose to create a support request, or chat to a live agent. In either case we can create a report based on the creation source of the request being "virtual agent". However, lets say Max actually manages to help the end user without the end user having to create a new request - how will we then know that this occurred? 

Other virtual agents or chat bots some times have a "Was this helpful" button, or something of the sort which a user can press to indicate if the virtual agent's feedback was in fact of help. Could this be an interesting feature? Alternatively, is there a way to get some statistics on how many users who initiate a chat with the virtual agent but who do not create a new request?


- Elise 


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