Live Chat
Live Chat enables requesters and technicians to communicate in real time within the Workspace module. It allows users to interact with AI-powered assistance, receive guided troubleshooting support, and seamlessly connect with live technicians when human assistance is required.
The Live Chat module supports AI-assisted conversations, technician handover, real-time messaging, session tracking, and chat history management to improve collaboration and issue resolution.
Key Features:
AI-powered conversational assistance
Real-time chat communication
Human handover from AI to technician
Technician allocation based on configured algorithms
Chat history and session tracking
AI-generated conversation summaries
Session timeout and inactivity handling
Chat-to-ticket mapping
Attachment sharing support
Technician notifications and chat assignment
How does it work?
A requester initiates a conversation from the Workspace module in the Self-Service Portal.
The AI assistant responds to the requester, providing troubleshooting guidance or ticket-related assistance.
If additional support is required, the requester can request a live technician handover.
The AI confirms the handover request and transfers the chat to an available technician.
The system assigns a technician based on the configured allocation algorithm.
The technician receives the complete conversation context, including AI-generated summaries and user intent details.
Both requester and technician can continue the conversation in real time until the issue is resolved.
Chat sessions, actions, and conversation history are automatically stored for future reference and audit purposes.
Navigating Live Chat
To access Live Chat:
Navigate to Workspace.
Select the Chat icon from the left panel.
Choose an existing conversation or start a new chat session.
Live Chat Interface
The Live Chat interface contains the following sections:
Chat List Panel
Displays active and previous chat sessions.
Search Bar
Allows users to search chat conversations.
Conversation Window
Displays the ongoing conversation between the requester, the AI, and the technician.
Message Composer
Allows users to send messages during the chat session.
AI Assistance Area
Displays AI-generated responses, recommendations, and troubleshooting guidance.
Chat Summary Section
Displays summarized conversation details during technician handover.
AI-Assisted Chat
The system initially handles requester conversations using AI-powered assistance.
The AI can:
Provide troubleshooting guidance
Respond to common support queries
Assist with ticket-related operations
Suggest possible resolutions
Guide users through issue handling workflows
If the AI cannot fully resolve the issue, the requester can request live technician support.
Human Handover
Live Chat supports handover from AI assistance to a live technician.
When a requester asks for human assistance:
The AI confirms the handover request.
The system assigns an available technician.
The requester receives confirmation that a technician has been connected.
The technician receives the complete conversation context.
The system also displays an AI-generated summary containing:
User intent
Conversation summary
Service information
Previous troubleshooting actions
Technician Allocation
Technicians are automatically assigned to chat sessions based on the configured allocation algorithm.
Supported allocation methods include:
Round Robin
Assigns chats sequentially among available technicians.
Load Based
Assigns chats based on technician workload and availability.
The allocation method is configured from Workspace Settings.
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