Smart virtual agent - How many does Max help?

Idea ID 2762304

Smart virtual agent - How many does Max help?

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?

Thanks, 

- Elise 

Tags (2)
3 Comments
Honored Contributor.
Honored Contributor.

To specify - the customer interested is asking mainly as they would like to know how much of the workload that Max is "responsible" for. That is, how many does Max end up helping.

Micro Focus Expert
Micro Focus Expert

Indeed, having a 'Was this useful' or similar button could help here, as well as tracking the times that Max helps even if not via a Request (i.e. via KM, Q&A, etc.).

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

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