Page Comparison

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• End user conversation with a particular department
• Switch department
• Access to authorized department
• Reset department

End user conversation with a particular department 

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Converse-Dept Converse-Dept

In this use case, as the end user starts the conversation with Digital Agent, the Digital Agent displays the different departments.

1. The Digital Agent provides multiple options to the end user. For instance, in this particular use case, the Digital Agent shows two departments: IT and HR.
   
   
   Figure: Digital Agent displaying different options
   
   
2. The end user chooses the IT department.
   
   
   Figure: End user selects a department
   
   
3. On identifying the department as IT, the Digital Agent will start the conversation between the end user and the chosen department.
   
   
4. The end user provides the following input in the Digital Agent:
   
   
   Figure: End user wants to unlock password
   
   
5. The Digital Agent will recognize the specific input and provide the relevant resolution (refer the below figure).
   
   
   Figure: Digital Agent provides relevant response
   
   
6. Suppose the end user provides an input that is not identified with the selected department, then by default the Digital Agent will trigger the appropriate options to continue with. The Digital Agent will display an unrecognized flow and it will prompt the option to create an SR or INC.
   
   
   Figure: Option to log INC or SR

Switch department

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Switch-Dept Switch-Dept

In this use case, the end user wants to switch the conversation with the Digital Agent from one department to another department.  

1. The end user provides an input in the Digital Agent to switch the department.
   
2. Digital Agent identifies the intent of the end user through the input provided. In this use case, the end user provides an input - 'go to hr'.
   
   
3. Digital Agent will then switch to the requested department and continues the conversation tagged to the selected department.
   
   
   Figure: Switch department
   
   
4. Now when the end userprovides aninputafter switching the conversation to a new department, the Digital Agent will trigger the relevant conversation configured to the new department.
   
   
   Figure: Response as per new department

Access to authorized department

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Access-AuthDept Access-AuthDept

 

The end users will not be able to view the complete list of departments in the Digital Agent, unless they have access to them. 

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Suppose,the queries of the end user are related to other departments that the end user does not have access to. Then the Digital Agent will respond back with the best match related to the department which they have access to and continue with it.

Reset department 

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Reset-dept Reset-dept

Digital Agent provides the end users an option to reset the department as well. This way the end users can anytime reset the department during a conversation with the Digital Agent.

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