Virtual Agent - give agents access to have conversations with AI Answers

[Jane Nguyen]

Is there a way to enable AI Answers for agents as well so they can query the Knowledge Base? 

I don't want these internal conversations to be tracked as part of the performance, because I want to track customer deflections, successful adoption, etc.

[Tomislav Tobijas]

Hi @Jane Nguyen ,

I'm not sure if that possible, but maybe agents could navigate to Confluence (even if they don't have Confluence license) and try to use AI features when searching for content? 🤔

*screenshot is taken from an account that only has JSM customer product access (so I guess it could work for agents); I haven't been able to try it out as this instance is under some kind of transition, so AI/Rovo is not fully functional

Additionally, you might want to check out JAC for any related suggestions on this requirement you have.

Cheers,
Tobi

[Joseph Chung Yin]

@Jane Nguyen -

I agreed with @Tomislav Tobijas statements.  AI in help center is focus on customers primarily  What is your KBs hosted from? and provide more information on your statement of "internal conversations to be tracked as part of the performance" - internal conversation?

Please advise, so we can assist further.

Best, Joseph Chung Yin

[Piyush Annadate _ACE Pune_]

Hi @Jane Nguyen ,
Virtual agents can have answers based on KB - How to active/deactivate? 

Email request have that option to enable as well - https://site.atlassian.net/jira/servicedesk/projects/<key>/settings/email