ServiceTonic has implemented bots in its chat tool, thus offering the user the possibility to find answers automatically within the chat itself or initiate a conversation with an agent.
It is possible to have more than one bot configured, and depending on the criteria chosen by the administrator, the user will have one bot or another enabled.
The administrator must configure the bot in Administration / Service Desk / Client - Bot Settings.
From here the different bots configured by the administrator can be added and removed.
The following parameters can be configured here:
This message can be customized using the variables that ServiceTonic provides in the Show Variables box:
Associating KB Libraries with the Chatbot:
The customer can access a topic from the KB Library by making a query to the Chatbot. To determine which library and topics the customer should have access to, you need to configure the Chatbot flow as follows:
Navigate to the chatbot tree and create the following flow:
1.Create an intent with the following action: 'Initiate database query
2.Then create the following intent with the action: 'Send knowledge base solutions.
3. Select which library you want the chatbot to be directed to.
Calling a query integrator from the Chatbot:
From the chatbot, the client can query the database of an external integrator.
The process is as follows:
In Administration > ServiceDesk > Integration with external systems, you need to upload/integrate the internal system from which you want the data to be queried.
Go to Administration > ServiceDesk > Client > BOT Configuration. There, navigate to the Chatbot tree and configure the following flow:
A. Create an intent with the training phrase you desire.
B. In the same intent, create the "Execute Integrator" action and select the integrator you want to query from the list.
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The client, upon executing the bot, will be able to view the external database in the following way:
They can visualize up to 6 fields of information.
If the external database has more than 6 fields, the remaining information can be viewed on Hover.
The client can report the selected item by clicking on it.