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Ask Question, (Was I able to resolve your query? Yes/No), (((Yes, No (I’m…

- - - - {Bot checks if utterance has keywords configured for BING search}
        
        [No - BING search not possible]
        
        {Check if Livechat enabled for tenant}
        
        [No - Livechat not enabled]
        
        It looks like I may not be trained on that yet. You can:
        <<Create a ticket>>
        <<Skip /Continue>>
        <<Rephrase>>
        
        [Create a Ticket]
        
        1 more item...
        
        [Rephrase]
        Goto Ask a question
        
        [Yes - LiveChat Enabled]
        
        It looks like I'm not trained on this yet.
        
        [LIVECHAT HELP]
        I can get someone to help you. How would you like to proceed?
        <<Connect with Live Agent>>
        <<Create Ticket>>
        <<Skip / Continue>>
        
        3 more items...
        
        if No Live chat agent available
        
        [Yes- BING Search possible]
        
        {Search User Utterance in Bing Safe Search}
        {Results found for configured keywords? - Yes/ No}
        
        [Yes - BING results found]
        
        It looks like I have not been trained on that yet. But I found some information on the Internet that may be helpful. You can:
        <<Review Internet Search Results>>
        <<Skip / Continue>>
        
        [Review Internet Search Results]
        
        1 more item...
        
        [Skip/continue]
        
        1 more item...
        
        [No BING results found]
    - - Multiple Answer (Top 5)
        
        Did you mean? { Provide List}
        
        User selects 'None of the Above'
        
        Go to [LIVECHAT ENABLED CHECK]
        
        User selects answer
      - [Single answer - confident match - assumption is matchscore > 0.9]
        
        [flow=true && matchscore <=0.95]
        
        [Single answer]
        Are you looking for information on {{confidentmatchlabel}} ?
        <<btn yes>> <<No>>
        
        [Yes - Task label click]
        For all tasks except below special condition - {Trigger task flow}
        Special condition
        If task is 'Create Ticket' OR 'Connect with Live Agent'
        within the task, set flag/variable 'create-ticket-task' = true
        
        [Special condition]
        
        I might be trained to help on your issue/ request? Would you like me to check?
        <<btn>> Yes - Proceed
        <<btn>> No - Create a ticket
        
        2 more items...
        
        [All other tasks/not special conditions ]
        
        {Trigger task flow}
        
        1 more item...
        
        [No]
        If 'create-ticket-task' == true then Go to [Create ticket only]
        Go to [CreateTicket-OR-Rephrase]
        
        [faq=true]
        
        Related questions available
        :check:
        
        Yes
        
        Show Faq Card with Related Questions
        :and smiley/frown
        :check:
        
        User Selects any question from related questions :check:
        
        1 more item...
        
        User selects smiley :check:
        
        1 more item...
        
        User selects frown :check:
        
        1 more item...
        
        No
        
        Show faq card :check:
        
        :and smiley/frown
        
        User selects smiley:check:
        
        1 more item...
        
        User selects frownn :check:
        
        1 more item...
        
        [flow= true && matchscore>0.95]
        
        [smalltalk=true & score =100]
- - - - [LIVECHAT ENABLED CHECK]
        {Is livechat enabled? Yes/ No}
        
        [NO - LIVECHAT NOT ENABLED]
        
        How would you like to proceed?
        <<Create Ticket for Helpdesk>>
        <<Rephrase Question/ Issue>>
        <<Neither - Continue>>
        
        [Neither - continue]
        [SILENT TICKET]
        Must not trigger email from ITSM to end user
        Create inquiry ticket - requester is Bot and mark 'resolved' with note - '{userfirst name, userlastname} - Customer doesn't want follow up'
        
        Is there anything else I can help with?
        
        [Rephrase]
        
        go back to [ask a question]
        
        [Create ticket]
        
        [Create ticket only]
        Please provide below details:
        -Issue Summary (prefilled with utterance)
        -Contact number
        -Email (prefilled with work email)
        
        Issue Description
        -Screenshot of Error Message (Optional)
        
        I have created ticket XXXXXX for you and someone from the Help Desk will contact you shortly.
        
        1 more item...
        
        [YES - LIVECHAT ENABLED]
        
        GO TO LIVECHAT HELP
  - - - Is there anything else I can help with?
- - - - Create resolved ticket
        
        Is there anything else I can help with?
    - - I’m sorry, was I close? Please help me learn by selecting one of the following options:
        -The issue was recognized but I required more information than provided.
        -The issue was recognized but the information provided was not relevant.
        
        [LIVECHAT ENABLED CHECK]
        {Is livechat enabled? Yes/ No}
        
        [YES - LIVECHAT ENABLED]
        
        GO TO LIVECHAT HELP
        
        [NO - LIVECHAT NOT ENABLED]
        
        How would you like to proceed?
        <<Create Ticket for Helpdesk>>
        <<Rephrase Question/ Issue>>
        <<Neither - Continue>>
        
        [Create ticket]
        
        [Create ticket only]
        Please provide below details:
        -Issue Summary (prefilled with utterance)
        -Contact number
        -Email (prefilled with work email)
        
        Issue Description
        -Screenshot of Error Message (Optional)
        
        1 more item...
        
        [Rephrase]
        
        go back to [ask a question]
        
        [Neither - continue]
        [SILENT TICKET]
        Must not trigger email from ITSM to end user
        Create inquiry ticket - requester is Bot and mark 'resolved' with note - '{userfirst name, userlastname} - Customer doesn't want follow up'
        
        Is there anything else I can help with?