Connect with Live Agent

How to connect with Live Agent?

User persona: End user

Digital Agent helps end user to connect with a Live Agent through Live Agent Transfer. The end users can check log an INC or SR, check the status of the INS or SR, or report any other concern with the Live Agent.

To connect with the Live Agent, the end user needs to take the following steps:

1. When the end user starts a conversation with the Digital Agent, the Digital Agent displays a welcome message and provides options to the end user to log an Incident or Service Request (refer the below sample screenshot). These options are configurable.
    Figure: Options to end user
   

2. Digital Agent provides a solution in the form of knowledge articles.
   Figure: End user selects one option
   

3. Click I am Done to end the conversation with Digital Agent.
   

4. The end user, however, wants to talk to the Live Agent. The end user provides an input to talk to the Live Agent.
   Figure: End user requests Live Agent Transfer
   

5. Digital Agent confirms whether the end user wants to connect with the Live Agent. If the end user says ‘Yes’, the Digital Agent transfers the conversation to the Live Agent.
   Figure: Conversation transferred to Live Agent
   

6. Once the end user starts conversation with a Live Agent, an End Chat button appears, which the end user can click on to end the chat with the Live Agent.
   Figure: End Chat
   

7. After the end user clicks End Chat, the following message is displayed by Digital Agent.
   Figure: Reset conversation

VIP Users

Digital Agent is engineered to identify the VIP users and deliver them a personalized experience through tailored Welcome message. Also, the Digital Agent offers the VIP users to transfer the conversation directly to a Live Agent for quick resolution of the issue.

Use Cases

The following use cases demonstrate how the Digital Agent delivers enhanced experience to a VIP user.

1. Welcome Message for VIP User
   
   If the Digital Agent identifies the user as a VIP user, then it prompts a special welcome message.
   Below is a sample screenshot of the welcome message that Digital Agent displays to a VIP user:
   

   

   Figure: Welcome message for VIP user
   
   

2. Redirect the user directly to Live Agent:
   
   The Digital Agent will prompt a message to the VIP user whether the user wants to directly connect to the Live Agent before prompting to select a department, log an Incident or Service Request.