IT Agent Team Chatroom with Bot

I’d like to see what others have done here. 

We’ve done similar things with other customers using our Channel Resolver skill, which is available for Slack. Documentation here for your reference.

We also are using channel resolver for one of our general IT help channels. Some tips from our implementation: 

• We setup our bot in listening mode first to start grabbing analytics to see where the gaps are. 
  • The bot is only as good as the knowledge you have in your system for it to serve.
• We analyzed the data and looked at the top topics where the bot was unable to answer and created knowledge articles for those prompts. 
• We use slack, and we also setup a workflow where when the bot responds in thread that it was not able to help, Slack would then ping a slack group (our SD team) and notify them in their internal channel to go check on that thread. This way you dont need to spend your support time to monitor the channel, rather they know exactly which thread needs further assistance and when to look. 

Ahh that was the piece I was wondering about--what to do if the bot needed some time to learn! Listening mode is it, thank you!

Only a small portion of our employees (1,238/~12k) use Slack, unfortunately - we don’t have a company-wide license for everyone, so only some engineers/app developers have access. (It’s a huge bummer for me because I loved being part of the Slack community!) I’m wondering if we could implement a community tech support Viva Engage channel or something, and deploy the bot there. Has anyone implemented the bot in Teams or Viva Engage in a multi-user channel?

Listening mode sounds like a great way to validate the helpfulness of the bot before enabling it in the target channel.

Thank you,

-Anthony