Created by Katie Ross, last modified on Apr 08, 2021
Goals
Long term goals will be to have all support chatbots within VX using the same platforms, we will likely need an interim solution due to timelines and resources
Interim solution
Assumptions:
- Disney+ help Center is staying on SNOW
- Snap-in Chat by Salesforce functions within the SNOW Virtual Agent
Description:
Migrate Disney+ Virtual Agent to Quebec platform using the snap-in chat solution for escalations
Investigate:
- Can existing Virtual Agent can imported to Quebec platform and training phrases added to topic flows
- Can we use the live chat pre-chat form submissions to train the Virtual Agent?
- Can this be done per language or is the default English and then we have to get translation work done?
- Can the Virtual agent be decoupled from live support hours?
Longer term solution is to have all chatbots/virtual assistants on the same platform
Jira for Chatbot 2.0 solution
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Roadmap