Get instant access to frequently performed activities with Field Service Virtual Agent Conversations - an automated, conversational chatbot that understands natural human language. Field Service Virtual Agent Conversations provides field service workers the capability to act upon upcoming tasks, pick nearby tasks, and debrief tasks.
Field Service Virtual Agent Conversations includes predefined topic conversations designed to help your field service agents complete common day-to-day tasks. Field service workers will be able to view their upcoming tasks, find tasks near to their current location, and debrief tasks that they worked on. They can perform actions such as self assignment, accept task, reject task, and other task actions during their conversation with the chatbot.
New:
Virtual agent enhancements for Task Dependencies
We have updated the Virtual Agent conversational flows for both "Upcoming Tasks" and "Nearby Tasks" to better handle task dependencies. When an agent attempts to start work or start travel on a task with dependency conflicts, the VA will now inform the agent about the dependency and offer options to either start the task anyway, navigate to the previous dependent task, or cancel the action. This mirrors the platform behavior for a consistent experience.
Setting dependency for nearby tasks: Nearby Task visibility and override behavior are controlled by the AllowOverridesWhenDependencyConflictsFound setting. If this setting is enabled, tasks will be shown even if there are dependency conflicts, and agents can choose to override the conflicts during the conversation. If the setting is disabled, tasks with unresolved dependency conflicts will not be displayed in the list. In both cases, when starting a task with conflicts, agents will be guided through the updated conversational flow.
Changed:
Previously, the distance unit and maximum travel radius for an agent were fetched from the Work Parameters table. Now, they are fetched from the Resource Schedule Attributes table.
Customers should configure these attributes in the new table going forward to get the nearby tasks for agent.
- Ensure the following plugins are installed and active on your instance:
- Field Service Management
- Field Service NLU Model for Virtual Agent Conversations
- Glide Virtual Agent