Problem Definition:

Currently, in JSM, customers using the Virtual Agent through communication platforms like Slack or Teams can easily attach files to their conversations. These attachments are then added to any tickets that are created. However, when customers interact with the Virtual Agent through the JSM portal, they are unable to add attachments to their conversations. This limitation can lead to incomplete ticket information, as customers may need to provide supplementary details or evidence via attachments. This disparity in functionality across platforms can cause inconvenience and disrupt the seamless experience that users expect.

Solution Proposal:

To address this issue, we propose implementing attachment support in the portal's Virtual Agent conversations. This would allow customers to upload files directly while interacting with the Virtual Agent on the portal, similar to the functionality available in Slack and Teams. By enabling attachments, customers would be able to provide comprehensive information with their initial ticket submission, improving efficiency and reducing the need for follow-up communications. This enhancement would ensure a consistent user experience across all platforms and improve overall customer satisfaction.