Start Chat in Portal
The placement and the look and feel of the chat widget is configured in the Live Assist Engagement Portal (see Add Campaign and Engagement Details). The initial user interaction with the chat widget depends on whether it is configured for authenticated or unauthenticated chat.
Authenticated Chat
After signing in to the Anthology Reach Portal 
, users can access the Digital Assistant by clicking on the Live Chat widget.
When a student clicks Live Chat, the Digital Assistant will come up, introduce itself, and start the conversation.
If the student says "Hello", the Digital Assistant looks up the student's record in the Anthology Reach database and then addresses the student by name.
As the conversation continues, the bot refers to the built-in cognitive model to provide appropriate responses. The bot refers to the:
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General model to handle base intents such as how to greet a chat user
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Chitchat model for elements of a basic conversation ("Are you happy?")
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FAQ model for the conversations related to the higher education context
The FAQ question/answer pairs are stored in the Bot Question Responses Entity in Anthology Reach. The FAQ model comprises different ways (utterances) students may ask questions about specific items. As more and more students interact with the bot, new utterances will be added to the FAQ model. The Digital Assistant will learn to understand the utterances and will find the correct answers.
Unauthenticated Chat
When a student clicks the chat widget on a web page, the Digital Assistant will come up, introduce itself, and prompt the student for his/her first name, last name, and email address.
The Digital Assistant checks the first and last name for valid characters and validates the format of the email address. Up to 50 characters are allowed for each name field. Up to 100 characters are allowed for the email address.
The example below shows the Digital Assistant's response to an invalid email address. After successfully validating the email address, the bot echoes the student's input and prompts the student to confirm with Yes (Y) or No (N).
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When the student selects Yes (Y):
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If a Contact record exists in Anthology Reach, the most recent record that is retrieved will be used and updated as the chat continues.
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If no Contact record exists, a new Contact record will be created and updated as the chat continues.
For Contacts created from unauthenticated chats, the default Contact Owner will be the User mapped in the Internal Administration Portal for that particular tenant. See Add Tenant in Internal Administration Portal.
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When the student select No (N), the bot prompts for the first name again.
As the conversation continues, the Digital Assistant refers to the built-in cognitive model to provide appropriate responses. The bot refers to the:
-
General model to handle base intents such as how to greet a chat user
-
Chitchat model for elements of a basic conversation ("Are you happy?")
-
FAQ model for the conversations related to the higher education context
The FAQ question/answer pairs are stored in the Bot Question Responses Entity in Anthology Reach. The FAQ model comprises different ways (utterances) students may ask questions about specific items. As more and more students interact with the bot, new utterances will be added to the FAQ model. The Digital Assistant will learn to understand the utterances and will find the correct answers.
After signing in to the Anthology Reach Portal , users can access the Digital Assistant by clicking on the Live Chat widget.
The placement and the look and feel of the chat widget is configured in the Live Assist Engagement Portal (see Add Campaign and Engagement Details).
When a student clicks Live Chat, the Digital Assistantwill come up, introduce itself, and start the conversation.
If the student says "Hello", the Digital Assistant looks up the student's record in the Anthology Reach database and then addresses the student by name.
As the conversation continues, the Digital Assistant refers to the built-in cognitive model to provide appropriate responses. The bot refers to the:
-
General model to handle base intents such as how to greet a chat user
-
Chitchat model for elements of a basic conversation ("Are you happy?")
-
FAQ model for the conversations related to the higher education context
The FAQ question/answer pairs are stored in the Bot Question Responses Entity in Anthology Reach. The FAQ model comprises different ways (utterances) students may ask questions about specific items. As more and more students interact with the Digital Assistant, new utterances will be added to the FAQ model. The bot will learn to understand the utterances and will find the correct answers.
