Virtual Assistant

[TechmanagerMal]

• I keep seeing a Virtual Assistant on the Homepage but cannot find what triggers its appearance?
• Any ideas, is it one of those "we know what it is but we're not telling you" trials?
• Before anyone answers - "Why is it a problem?" - it would be useful to contact Sky by Live Chat so I would like to try to find out about it and if possible how to activate it?
• As ever thanks in anticipation of your help.

[Ado]

Hi. There has been a Virtual Assistant trialled on sky.com/help for many months now - not to 100% of visitors though as we build out its capabilities. Currently it is turned off as we focus on Glass launch so shouldnt be seeing it at the mo? Even when live it is not a route into live chat/ web messaging though I'm afriad - its all automated, aiming to make self serve much easier.

[TechmanagerMal]

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@Ado wrote:

Hi. There has been a Virtual Assistant trialled on sky.com/help for many months now - not to 100% of visitors though as we build out its capabilities. Currently it is turned off as we focus on Glass launch so shouldnt be seeing it at the mo? Even when live it is not a route into live chat/ web messaging though I'm afriad - its all automated, aiming to make self serve much easier.

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• Unmarked as answered until confirmed.
• I don't think it's the same VA as that was triggered by clicking on help and hasn't been available for a while.
• This latest one was still available this week?

[TechmanagerMal]

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@Ado wrote:

Hi. There has been a Virtual Assistant trialled on sky.com/help for many months now - not to 100% of visitors though as we build out its capabilities. Currently it is turned off as we focus on Glass launch so shouldnt be seeing it at the mo? Even when live it is not a route into live chat/ web messaging though I'm afriad - its all automated, aiming to make self serve much easier.

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• Still showing for me and allows me to choose a path then closes on the authentication check?

[Ado]

Hi @TechmanagerMal , as of this week I believe its back to 10% as a test and looks to be working fine - they cant see the authenticaion issue you refered to? Any chance you can see if working for you now? Again, its not a link to messaging, just a test to make the online expereince easier for those customers prefering this way to get support. Many thanks

[TechmanagerMal]

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@Ado wrote:

Hi @TechmanagerMal , as of this week I believe its back to 10% as a test and looks to be working fine - they cant see the authenticaion issue you refered to? Any chance you can see if working for you now? Again, its not a link to messaging, just a test to make the online expereince easier for those customers prefering this way to get support. Many thanks

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• Hi @Ado still not working, fails at authentication?
• 

  Awaiting moderation.

[Ado]

Thx @TechmanagerMal will ask the team to look into it

[TechmanagerMal]

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@Ado wrote:

Thx @TechmanagerMal will ask the team to look into it

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• Any news on this @Ado?
• The icon is no longer showing.

[Ado]

No further update @TechmanagerMal - it's still just live to 10% while testing and it's working well. You mustn't be in the 10% test group at the mo I'm afraid. 

[TechmanagerMal · Accepted solution]

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@Ado wrote:

No further update @TechmanagerMal - it's still just live to 10% while testing and it's working well. You mustn't be in the 10% test group at the mo I'm afraid. 

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• I am in the group and its working super well on Edge InPrivate mode, great to have it back.

[RYAN1308]

Maybe the worst customer interface I've ever had the displeasure of using, even after endless questions to a bot you get a handler that is likely dealing with multiple customers and barely giving any response then when they get bored you get cut off! Ridiculous service.

[MarkGoldsmith]

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@RYAN1308 wrote:

Maybe the worst customer interface I've ever had the displeasure of using, even after endless questions to a bot you get a handler that is likely dealing with multiple customers and barely giving any response then when they get bored you get cut off! Ridiculous service.

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If you aren't happy with the service I'd suggest raising a complaint with Sky.

https://www.sky.com/help/articles/how-to-make-a-complaint