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