user action tracking across Helix apps for handoff / context

Let’s imagine a user searches on DWP for “request an Azure tenant” and completes a catalog request. Or the user chats with live chat and opens a support ticket with live agent’s help to look into some AHA setup issues.

Today HVA doesn’t have any context of the actions taken in other apps, and similarly the other apps don’t know of actions taken by user in HVA.

I want to propose a central platform feature to track user actions (e.g. DWP search, catalog request, Live chat session w/topic, and so on). This will enable us to hand-off across apps, e.g. a user abandons a service catalog item in DWP, for next 24 hours, HVA / LiveChat could show it as a potential “Do you want to continue” item.. or Agents could see abandoned actions / search results .. and even HelixGPT could use it as context to help a user, e.g. if a user has searched on DWP for “request an Azure tenant”, abandoned, and then come to HVA and asked the same question “request an Azure tenant” that can inform the dialog generated by HelixGPT.

Similarly, if a KA has already been shown to / read by user via DWP search, and then they come ask the query on Live Chat, then Live Chat agents can see a flag on the KA before they share the same article to the user.

I hope I’m able to communicate the scenarios properly, if we can have a short call to brainstorm this further please let me know. I think we’ll need to come up with the event types / format and then ask each app to log / read the events