Hello,
In our ITSM our bot will receive instructions or utterances to close a ticket. As an agent we do not see the conversation leading to this decision, only the end result of our bot closing the ticket with a message stating “User Name said: Ok to close the ticket”. This could also be determined by utterances spoken and we’d like those interactions with our bot sent as a transcript to the ticket. This information can let our agents know if a ticket was closed due to lack of knowledge, our bot’s ability or even frustrations with the interactions. This will allow us to bring better resolutions to our users for future interactions.