Read our documentation about ExpressAgent
ExpressAgent is a Lync-based, Remedy-aware, Virtual Agent :
- It acts as Single Point Of Contact (SPOC) of your Service Desk : it appears as a Lync contact in the Lync Client of your end users/customers.
- It is flexible : Behind that contact, the ExpressAgent chat bot can ask a few
(configurable) questions and dispatch the communication to the available
service desk agents according to a configurable logic (based on skills/languages/availability/position of
the call in the queue).
- It is 'Remedy-aware' : The Virtual agent connects
to Remedy through webservices to retrieve information about the contact, support groups, members of support groups, opened calls
(incidents/changes/service requests/...), and so on.
- It is multi-language : it supports multiple languages and all character sets (including i.e. Simplified Chinese)
This section gives you access the following user guides :
ExpressAgent Administration Guide