Virtual Agent Integration w/ ScreenMeet

Overview

You may leverage ScreenMeet with your existing virtual agent chat bot.

Instructions

Install the virtual agent component for ScreenMeet here. 

• Make sure ScreenMeet 2.5+ is installed and configured in your instance
• Make sure virtual agent is configured in your instance
• Clone / incorporate blocks from ScreenMeet virtual agent into your conversations to automatically create Video call, Replay, or Remote Support sessions and route them to agents after the user connects.

When to use ScreenMeet with your virtual agent

Listed below are some chat topics that may lead to a ScreenMeet Session.

Employee Help Desk

• Password change / reset
• Administrator access
• Email setup on phone
• Can’t receive email
• Can’t send email
• Email sync issues
• Email setup
• Outlook calendar issues
• Email client is slow
• Email setup on Gmail
• Recover deleted emails.
• Upgrade an app on device / desktop
• Adding a new app to a device / desktop
• Camera not working
• Microphone not working
• Speaker not working
• Desktop computer running slow
• Can’t connect to VPN
• Device running hot
• Device port not being recognized
• Device freezes
• Device won’t restart
• Interference in video

Customer Technical Support

• Hardware
• Password change / reset
• Device running hot
• Device port not being recognized
• Device freezes
• Device won’t restart
• Apps on device not working
• Apps on device not working after upgrade
• Systems
• How do I do a specific function
• When I do x, y happens
• I don’t have access to a feature
• I don’t have permission to use a specific feature
• Where do I find training
• Where do I find documentation
• Who is my account rep

Customer General Support (Consumer Goods, Finance, Education, Hospitality, Healthcare, Telecom)

• How do I use a feature of your product
• Something on my product is not working
• I need a replacement part
• Set up auto pay
• Pay a bill
• Understand details of a bill
• Transfer funds
• Schedule an appointment
• Make a reservation
• Change my plan

Sales

• Product comparison
• Choosing the right product
• Choosing products that work together
• Determining how much to buy
• Searching for a specific item
• Adjusting contents of shopping cart
• Payment information entry
• Gift card and coupon entry
• Multiple payment types for a purchase
• Shipping instructions
• Returning something
• Exchanging something

 Example of a ScreenMeet + Virtual Agent Flow

• Bot:  How Can I Help
  • Customer:  I can’t do, this is broke, where do I find, etc.
• Bot:  AI Answer
  • Customer: I still need help
• Bot:  What would you like to do (show a subset of these based on use case)
  • Chat with a human agent ->  chat
  • Have a video call with an agent ->  Live
  • Show my screen ->  Live
  • Record my question/issue ->  Replay
  • Have an agent fix my equipment –> Remote Support
  • Shop with an agent -> CoBrowse