ヘルプ センターで仮想サービス エージェントを使用する
The virtual service agent isn't available in the Atlassian Government environment.
Allow customers visiting your help center to quickly get the information they need without having to manually search for articles or request forms. The virtual service agent uses machine learning to recognize questions and requests. It can automate repetitive tasks using turn-by-turn conversation flows, artificial intelligence connected to your knowledge base, or a combination of both. Read more about how the virtual service agent works.
The virtual service agent is only available in Legacy help centers. Find out which help center you're using.
ヘルプ センターにおける仮想サービス エージェントの仕組み
AI による回答
If spaces linked to your help center have an active knowledge base (visible and searchable articles on your help center), the virtual service agent uses AI answers to summarize information from those articles when responding to customers. It may use information from articles in multiple spaces in a single answer. Read more about AI answers.
インテント
If spaces linked to your help center already use the virtual service agent and have any intents set to Active, the virtual service agent in the help center will try to match these intents when responding to customer queries. You can't create intents for a help center – these must be created at the space level. Find out how to create or manage an intent.
Customers enter their question or search term into your help center's search bar.
仮想サービス エージェントの構成内容方法に応じて、クエリはインテントと照合されるか、AI による回答を使用して回答されます。
If an intent is matched, the virtual service agent walks that customer through the intent's conversation flow. If required by the conversation flow, a work item is automatically created for a human agent to resolve. If not, the virtual service agent asks whether or not the customer's problem is resolved.
AI による回答が提供された場合、その回答で問題が解決したかどうかがカスタマーに尋ねられます。
カスタマーが、引き続きサポートが必要であるという意思を示した場合、仮想サービス エージェントは質問を言い換えるように依頼するか、人間のエージェントが解決すべき作業項目を作成するよう提案します。
ヘルプ センターの仮想サービス エージェントを有効化または無効化する
仮想サービス エージェントを有効化または無効化するには、サイト管理者または組織管理者である必要があります。
ヘルプ センターの仮想サービス エージェントを有効化または無効化するには、次の手順に従います。
In your service space, select Channels, then in the card for your space's portal, select View portal.
右上隅のアバターを選択します。
[仮想サービス エージェント] を選択します。
[設定] を選択します。
Check the table to see what's available for use in your help center's virtual service agent:
Articles shows the number of articles in the knowledge base connected to each space. These articles will be used to respond to customers in the help center if you activate the virtual service agent. Keep in mind that multiple spaces can be connected to the same knowledge base. If you see a dash (-) instead of a number, you may not have access to that space's connected knowledge base.
AI answers shows the status of AI answers in each space's virtual service agent. If this is active, you know that the space admin is already using their knowledge base articles to respond to customers. Read more about AI answers.
Live intents shows the number of active intents in each space's virtual service agent. Read more about intents.
Use the toggle next to Virtual service agent to activate or deactivate the virtual service agent in your help center.
Once the virtual service agent is up and running, we recommend regularly checking on its performance to make sure it's helping your customers. Find out how to view and improve the performance of the virtual service agent on your help center.
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