End User Chat

Being an indispensable part of HPE Service Manager Collaboration, End User Chat is a self-service solution which operates seamlessly with Service Manager Service Desk. By clicking the chat button in either the Service Manager Service Portal or the Employee Self-Service (ESS) portal, end users can communicate with either a virtual agent or a Service Desk IT agent in real-time to quickly address the service requests and support requests as they arise. Service Manager Process Designer Assignment rule settings streamline the End User Chat process and automatically route the chat requests to a right Service Desk assignment group. The End User Chat virtual agent1Your enterprise must own an HPE Smart Analytics license and set up Smart Analytics. simulates the way a human being responds to a question by suggesting Knowledge Management document links and Service Catalog item links or automating common cases. Therefore, the end users can receive prompt, concise answers when they need them the most.

Note To use End User Chat, you must install and configure HPE Service Manager IT Collaboration first. For the related concepts and detailed instructions, see Install Service Manager Collaboration.