ServiceNow, Inc.
VIRTUAL AGENT PORTAL INTEGRATION OF TWO FRAMEWORKS

Abstract:

The present approach relates to systems and methods for facilitating a client-agent conversation using dynamic, contextual information related to a client portal. The contextual information for the conversation may be determined using a server side script and/or a client side script that provides relevant portal usage data. The contextual information may be used to determine a conversation topic, which may be used to facilitate routing a request to chat to the appropriate agent for the topic.