Add A New Virtual Agent
Setting up an agent is essential for creating an effective and efficient conversational AI system. Virtual Agents are akin to your support agents, who help customers accomplish everyday tasks, such as logging tickets and finding resolutions to commonplace queries.
Supported Platforms
SUVA is a highly-configurable app. You can set it up on Salesforce, Zendesk, Khoros, and websites, where it can wait on visitors and, whenever invoked, answer their queries, log cases, and connect the users to live agents. Pretty much everything that can be scripted into conversations can be handled by SUVA. You can make SUVA function as a sales agent and sell products, book demo calls, and capture email addresses for marketing? Once the goal has been specified, you can go from zero to a functional SUVA in a matter of a few hours.
SUVA can be set up within few minutes in organizations, whose goal is to install a virtual agent for customer support and HR support. SUVA is configured to help you manage both these scenarios out of the box.
Adding a Virtual Agent
There are two ways a user can log into SUVA:
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1. Log into SUVA using the domain provided to you (https://{domainname}.searchunify.com/suva). Both SearchUnify and SUVA users can use this.
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2. A SearchUnify user can also install and auto-login to SUVA from Marketplace in SearchUnifyadmin panel.
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For first time users, the agent list will be empty. You will only see a list of agents if you have added them in SUVA. To add an agent, click Add a new agent.
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Select a domain —Customer Support or HR Support—for the virtual agent and Click Next.
Customer Support
a) Virtual agent for customer support can be set up on Zendesk Guide, Khoros, website, and Salesforce. Select a platform for configuration and click Next.
b) Enter the following details:
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Each virtual agent has an Agent Name to give it an identity. A unique name helps you locate an agent when multiple agents are in use.
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An agent can greet users with a "Ciao!", "Bonjour!", or a simple "Howdy?" Configure the greeting in Welcome Message.
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The last setting is Choose Language, where you can select the default language SUVA will use to converse with the visitors.
You can also upload the chat transcripts in a .txt file. This will help the bot to auto-generate intents. You can simply drag and drop the file here as well. To know the format to be used in the .txt file, you can also download a sample file.
Note. Chat transcripts are of value to you if you were earlier using another chatbot or even a live agent. These can help SUVA understand user intents.
c) Click Save.
You will land to the Manage Virtual Agent screen. You can see the list of configured virtual agents on the home page next time you log into SUVA.
HR Support
a) From Manage Virtual Agent screen, click Add a new agent and select HR Support as the agent role. Virtual agent for HR support can be set up on websites. Select it and click Next.
b) You will see three templates; 1) Operations, 2) Training and Policies, and 3) Company FAQs. Select one or more templates and click Continue. You can Skip this part if you don't select any of the listed templates (The Skip button is only visible when you don't select a template).
Each of the templates involve pre-defined chatbot stories including related intents, entities, and responses. These are helpful because you need not to add the training data from scratch. For example: the Operations template includes stories for Leave Application, Leave Balance, and Holiday Calendar. So, you get an agent loaded with training data if you select a template and can edit it as and when required.
c) Enter the following details:
c.a) Agent Name. Give a name to your virtual agent.
c.b) Welcome Message. Enter a welcome message, e.g. Welcome, how can I help you?
c.c) Choose Language. Select a language for your agent.
d) You can also upload the chat transcripts in a .txt file. This will help the bot to auto-generate intents. You can simply drag and drop the file here. To know the format of to be used in the .txt file, you can also download a sample file.
e) Once done, click Save.
You will land to the manage virtual agent screen. You can see the list of configured virtual agents on the home page the next time you log into SUVA.