Conversational Virtual Agent

Owned by Chilukuri Srinivasa Reddy (Unlicensed)
Last updated: Apr 23, 2024 by Shilpa K (Deactivated)Version comment
5 min read

What is Conversational Digital Agent?

SummitAI Conversational Interface and Decisioning Engine (CINDE) is a Conversational Digital Agent used to assist the End Users through conversations. The End Users can interact with CINDE to quickly resolve their issues or raise requests in conversational English. CINDE is a digital agent based on the Natural Language Processing (NLP) that understands the user intent, classifies it as Service Request or an Incident, and resolves up to 20% of Service Request tasks in an automated manner.

CINDE supports the JavaScript validations that are configured for Catalogs in the SummitAI application. Using JavaScript support, the fields of the Catalog can be enabled, disabled, and pre-filled. Based on the data provided in the text fields, the validation messages are pop-up in the SummitAI application. The same concept is applied in the CINDE in a conversational way.

When a user asked CINDE for a catalog that is configured with the JavaScript, the fields configured in the catalog are displayed as questions. Based on the provided information, the JavaScripts are executed and CINDE responds accordingly with the subsequent questions. The pop-up validation messages displayed in the SummitAI application are displayed as instructions in CINDE for the user. For more information about JavaScript Validations, see Creating Service Catalogs.

CINDE is available as multiple-channel support that can be invoked by clicking  icon. On clicking  icon, a chat window is displayed, where the End Users can type in their questions or the intent. CINDE responds to the questions or the intent related to Incident Management and Service Request Management.





Users can click the  icon on the top right of the CINDE window to enter feedback about your conversation with CINDE. The user is redirected to the configured mail box and once a feedback mail is sent, it is parsed in to an Incident.


Features of CINDE

  • Incident Management
    Using CINDE, End Users can:

    • Log Incidents
    • Update Incidents with more information
    • Obtain Incident Status
    • Remind Analyst to resolve the Incident
    • Cancel Incidents
    • Escalate Incidents
     Click to see examples



  • Service Request Management
    Using CINDE, End Users can:

    • Log Service Requests
    • Update Service Requests with more information
    • Obtain Service Request Status
    • Remind Analyst to resolve the Service Request
    • Cancel Service Requests
    • Escalate Service Requests
     Click to see examples



  • Intelligent Recommendations

    CINDE provides intelligent recommendations in the form of knowledge articles or multimedia content to resolve the issue before logging any Incident/Service Request. These intelligent recommendations also reduce the number of Incidents/Service Requests logged by the End Users. If KB articles cannot resolve the issue, the user can continue to create an Incident/Service Request to log the issue.

     Click to see examples



  • Chit Chat

    The End User can chit chat with CINDE using conversational English. Based on the User's input, CINDE answers and asks for anything that User likes to do (For Example: Create a ticket or Call Helpdesk).

     Click to see examples

  • Frequently Asked Questions
    CINDE answers the Frequently Asked Questions asked by End Users. This helps the End Users to get prompted with the most probable issues, which they can select and also find a solution before logging any Incident. This helps in quick and easy resolution of issues and also reduces the number Incidents logged by the End Users. With this, the users can ask CINDE for information and get answers in a conversational way. The Frequently Asked Questions (FAQs) output is specific to the respective organization based on the data input provided to CINDE.

    Using this feature, the user can quickly find answers to the common IT and Services related questions. To train and make the system proficient, the organizations must provide a set of organization-wide FAQs (and variants of these questions) as well as their answer pairs.

    Note:

    These FAQs are updated periodically based on the inputs from the IT Admin to SummitAI team. Training/re-training CINDE can take few days.

     Click to see examples

Advantages of CINDE

  • CINDE is available 24*7 – End Users can interact with CINDE anytime, anywhere.
  • Users no longer need to navigate through multiple pages of the portal to look for Knowledge Records or to log Incidents or Service Requests. CINDE helps with all of these with a click of a button.
  • CINDE enhances the user experience with significant reduction in resolution time.
  • CINDE reduces back and forth conversations between user and analyst.
  • CINDE improves Self Service with its intelligent recommendations that can be leveraged by end users to resolve the problems themselves.
  • Omnichannel Support offers a convenient way for users to get the work done quickly.
  • Improve productivity: CINDE enables analysts to focus on complex tasks by answering and resolving common requests made by users.
  • CINDE reduces costs by handling higher volumes of repetitive tasks.

Multi-Channel Support

CINDE provides 24*7 support to the End Users and provides quick solutions to the End Users. The users no longer need to navigate through multiple pages of the portal to look for Knowledge Records or to log Incidents or Service Requests. CINDE helps with all of these with a click of a button. Along with the SummitAI application, CINDE is available as a contact for the configured users on the following applications:

  • Web chat
  • Microsoft Teams
  • Slack
  • Jabber

With this, the users can perform the actions related to Incidents or Service Requests directly from any of these channels without logging into the SummitAI application.