TDX Chat Bot and Live Agent - BETA

Live chat within the TDX ticketing system is an essential tool for technicians to provide real-time support to clients. This document serves as a guide to help technicians effectively handle live chats, create tickets when necessary, and ensure a smooth client support experience.

What is TDX Live Chat?

TDX Live Chat is a real-time communication tool that allows technicians to engage with clients directly through the client portal. It enables faster issue resolution and improves overall customer satisfaction.

Benefits of Using Live Chat:

• Provides immediate assistance to clients
• Reduces resolution times for common issues
• Allows seamless ticket creation for complex issues
• Enhances customer satisfaction with real-time responses
• Implements conversational AI for knowledge-based responses – only available within Client portal
• Sends notifications to Teams Chat when a client requires live chat assistance due to notification limits

What Live Chat is Not:

• Not a Chatbot: While it incorporates some AI-driven knowledge search capabilities, live chat is primarily handled by real technicians.
• Not a Replacement for Tickets: Some issues still require ticket escalation and cannot be fully resolved within chat.
• Not Available 24/7: Live chat operates within defined business hours and may not always be accessible.
• Not a Substitute for Phone Support: For urgent or complex issues, phone support may still be necessary.

Limitations of Live Chat

While live chat is an efficient tool, there are certain limitations that technicians should be aware of:

• Limited Dashboard Access: The live chat interface does not provide dashboard access as configuration from the Global Admin team is not completed. TBD on when this will be completed.
• No Chat Transfers: Once a technician accepts a chat, it cannot be transferred to another technician. The technician must resolve the issue or create a ticket if needed.
• Maximum of 3 Chats per Technician: A technician can only handle up to 3 simultaneous chats at a time. Additional requests are queued until a technician becomes available.
• No Persistent Chat History for Clients: Clients do not have a persistent chat history within the portal, meaning they may repeat issues if they return later.
• Notification Delays: Due to system constraints, chat notifications are sent via Teams Chat, which may result in slight delays.

The chat bot integrated into the system enhances the support experience by:

• Viewing Tickets: Logged-in users can check their ticket statuses without needing to contact a live agent.
• Exploring the Knowledge Base: Users can find answers to common questions before reaching out to a technician.
• Engaging in Live Chat: If the knowledge base does not resolve the issue, users can initiate a live chat with an available agent.
• Creating Tickets: Users can directly create tickets through the chatbot if their issue requires further assistance.

This automation helps reduce agent workload while providing faster resolutions for end users.

Below is the Chatbot design.

Key Components:

1. End Users Interaction
   • Users access the chatbot for inquiries, ticket status, and knowledge-based searches.
   • It serves as the main interface for HR support.
2. Generative AI Integration
   • AI enhances the chatbot by enabling dynamic responses.
   •  Assists in knowledge store search, pulling relevant data from HR resources.
3. Knowledge Store Search & Web Store
   • The chatbot can retrieve information from the knowledge store to provide relevant answers.
   • Integration with the web store allows access to additional HR-related resources.
4. MUHC HR Client Portal
   • Knowledgebase: Provides static, predefined HR-related information.
   • Service Catalog: Allows users to browse HR services and request help.
5. Live Chat with Agents:
   • When Generative AI or knowledgebase responses are insufficient, users can escalate queries to live agents.
6. Ticket Creation & Tracking:
   • Ensure users can create and track HR-related tickets.

To start using live chat, follow these steps:

1. Log in to the TDX Ticketing System. (https://tdx.umsystem.edu/TDNext/Home/Desktop/Default.aspx)

2. Select the Live Chat widgets login icon or Live Chat customs button available within the TDX Desktop, to log into Live Chat Center. This custom button can be requested to add on if not available.

3. Log in to the Live Chat Center. Username and Password is not needed for login as it is being authenticated through SSO.

4. Navigate to the Live Chat Center to get to the Operations Center.

          Live Chat --> Operations Center

3. Select Go Online Button to accept any chat requests.

4. Click on handle request to engage with the client.

5. If no technician is available immediately, a notification will be sent to Teams Chat to notify the Live Agents.

When a chat request is received:

1. Accept the Chat: Click on the Handle Request.
2. Greet the Client: Use a friendly and professional greeting.
   • Example: “Hello! Thank you for reaching out. How can I assist you today?”
3. Ask Relevant Questions: Gather necessary details about the issue.
4.  Provide Immediate Assistance: If the issue can be resolved in chat, offer a solution.
5. Determine Next Steps: If further action is needed, decide whether to create a ticket.

If an issue requires further investigation or cannot be resolved during the chat session, a ticket should be created. Follow these steps:

1. Go to ‘TDX Ticketing application’ and click on the custom
2. “Submit Chat Request” button within your dashboard.  This custom button can be requested to add on if not available. (https://tdx.umsystem.edu/TDNext/Apps/54/Tickets/New?formId=1399)

1. Fill in the Ticket Details
   1. Requestor
   2. Description
2. Attach Chat Transcript: Ensure all relevant details are included.
3.  Submit the Ticket to the appropriate department or technician by selecting “Responsible”.

Closing a Chat Session

When the issue has been resolved, or a ticket has been created:

1. Confirm with the client that their issue is resolved.
2. Provide any final instructions or next steps.
3. Politely close the chat session.

Example: “Thank you for reaching out! Let us know if you need any further assistance. Have a great day!”

Scenario 1: Password Reset Request

1. Guide the client through the password reset process.
2. If the issue persists, create a ticket for further assistance.

 Scenario 2: Access Issue

1. Verify if the user has the correct permissions.
2. Provide troubleshooting steps.
3. If unresolved, escalate with a ticket.

Scenario 3: Multiple Chat Requests

• Technicians can only handle up to 3 simultaneous chats.
• Chats are assigned in the order they arrive.
• Chats cannot be transferred, which means technicians must resolve the issue or create a ticket before closing the session.
• If all three chat slots are occupied, additional chat requests will be placed in the queue until a technician is available.

1. What if the live chat system is not working?
   1. Check Internet connectivity.
   2. Refresh the browser or restart the system.
   3. Report a Bug if the issue persists.
2. How to handle difficult clients?
   1. Stay professional and patient.
   2. Acknowledge their frustration and offer solutions.
   3. Escalate the issue if necessary.
3.  What if an issue is too complex to resolve in chat?
   1. Inform the client that a ticket will be created.
   2. Document all relevant details in the ticket.
   3. Assign it to the appropriate team.