Create a Virtual Agent

Installing the Virtual Agent app is akin to hiring a whole team of support reps who help customers accomplish everyday tasks, such as logging tickets or finding resolutions to commonplace queries. A big difference being, Virtual Agent works 24x7 and never asks for a sick leave.

The app is a keen learner and is highly configurable. It can be designed to help users buy airplane tickets, log cases, reserve a table in a restaurant, and pretty much everything that can be translated into conversations. The configurations range from the name of the bot to chat window design.

Once you have identified your business goals a functional virtual agent can be deployed in a matter of a few hours. The first step, which is its creation, takes up no more than 60 seconds. The harder part is to create stories around use cases. We will come to that later. For now, let's create a virtual agent.

Virtual Agents Screen

The first step to adding a virtual agent is to expand Apps and click Virtual Agent and then Add a New Agent.

Add New Agent Dialogue

Clicking Add a New Agent opens a dialog, Add New Agent. There are six fields on the dialog:

  1. Select Search Client. Virtual agents can be installed on a website, Salesforce org, Lithium community, Microsoft Dynamics instance, and another supported platform. To install an agent on a platform, choose a search client already installed on that platform. To know more about the role search clients play in the performance of a virtual agent, check out Reasons to Connect a Virtual Agent with a Search Client
  2. Agent Name. Names come in handy when you are managing multiple agents chattering incessantly over several platforms all at once.

    Choose the one that make sense inside your organization because users are not going to see it.

    Unlike the search client, a agent's name can always been changed. To rename, go to Theme Editor > Settings.

  3. Welcome Message. Once you have settled on a name, you can proceed to write the opening message, which can be a light-hearted greeting, such as Comment ├ža va ?, or a professional offer to help, such as the one seen in the next image.

    The welcome message with options is picked from Theme Editor > Settings > Response.

  4. Import Previous Agent. Copy intents, utterances, entities, and conversations from an existing virtual agent.
  5. Language. Select the languages the agent will converse it. The virtual agent can be trained to converse in more than 25 languages.

  6. Install Sample Bot. Get started right away by using one of the story templates. Jump to Method 3 for details.

Not all the fields have to be entered. In fact, there are three ways to interact with the Add New Agent dialog.

Three Ways to Add a New Agent

A There are three ways you can go about creating a virtual agent. The only commonality between then is linking with a search client and choosing a name. After that you can proceed with one of the three ways:

  • Start from scratch. Mention a greeting, select a conversation language, and create all the utterances, intents, and entities from scratch. Starting from scratch is the preferred method for those who already know much about chatbots.
  • Import an existing agent. This is the go-to method when the new agent differs marginally (if at all) from the first. With the click of a button, you get a new agent with all the required utterances, intents, entities, conversations, and design elements.
  • Choose a template. A method for first-timers who want to get their feet wet. Select one of the four available templates and you will have a functional agent in a matter of a few seconds.

Method One

In the first method,

  1. Connect the agent with a search client,
  2. Give the virtual agent a name,
  3. Enter a greeting for users,
  4. Mention chat language(s), and
  5. Save your settings

Each of the fields has been explained in the Add New Agent Dialogue.

Method Two

In the second method,

  1. Connect the agent with a search client,
  2. Give the virtual agent a name,
  3. Import a previous agent from the dropdown, and
  4. Save your settings

Each of the fields has been explained in the Add New Agent Dialogue.

Method Three

In the third method,

  1. Connect the agent with a search client.
  2. Give the virtual agent a name.
  3. Click Install Sample Bot.
  4. Select a story and import it.

  5. Save your settings.

Each of the fields has been explained in the Add New Agent Dialogue.

Last updatedFriday, November 27, 2020