In conversations related with IT Support, upon engaging in the Live Chat with an Agent, it is typical that Remote Desktop tools are used. Typically these tools require a code to be shared by the Agent with the Caller, in order to establish the remote connection.
On some occasions, we’ve observed that these Codes sent by the agent are being translated on-the-fly, which then do not work and do not allow the session to be established.
Requesting a product enhancement so the AI Assistant can recognize the context as being a support call and corresponding Codes for the remote session being shared, thus not translating these.
Referrence to Case Number: 00031445
