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

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

0 Votes

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

 

2 Comments
Micro Focus Expert
Micro Focus Expert
Status changed to: Already Offered

Hi @Madhav Srinivas have you seen the current integration for ChatOps?

 

https://marketplace.microfocus.com/itom/content/smax-chatops

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Hi Tonya - Yes I saw the current SMA-X ChatOps offering.

What we have is a one way integration of Channel creation in collaboration platform

What is missing is: Team members on channel should have a way to POST a response back to the user in Virtual assistant (point 5 in the idea). 

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