Set up End User Chat virtual agent

The End User Chat virtual agent simulates the way a human being responds to a question and helps to reduce IT support costs by providing intelligent answers to the end users all the time. When an end user asks a question, the animated virtual agent joins the chat and then retrieves solutions from Service Manager Service Catalog services and support items and Knowledge Management documents. At any time during the working hours, the end users can escalate their issues and choose to chat with a live Service Manager Service Desk agent.

Note To utilize virtual agent, your enterprise must own an HPE Smart Analytics license and set up Smart Analytics.

Note When a virtual agent accepts a chat request, Service Manager automatically creates a Service Desk chat request record but does not open a new Interaction record.