Integrating Service Point with 3rd party chatbot solutions

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

Is it possible to replace the existing Virtual Analyst chatbot that comes supplied with Service Point with another 3rd party chatbot implementation?

Environment

ServicePoint 17.3 and 17.4

All Supported Operating Systems

Resolution

Currently, it is not possible to replace the existing Virtual Analyst Chatbot with another 3rd party chatbot solution. 

This is due to the extensive integration that is embedded across the Service Point application.  

Attempting to replace the existing Chatbot with a 3rd party widget may result in Service Point being rendered unusable and as such, is not a supported customization at this time.

Additional Information

Implementing CA Service Management Virtual Analyst