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The NextGen conversational AI called Digital Agent assists in promptly resolving inquiries and solving frequent problems. The purpose of the Digital Agent is to manage all routine tasks so that your analysts and subject matter experts can concentrate on more complicated problems and requests. For more information on Service Requests, refer to Service Request Management.
Before submitting any Incident or Service Request, Digital Agent offers sage advice in the form of multimedia information to fix the problem. Additionally, the quantity of incidents and service requests reported by end users is decreased with the help of the Digital Agent. Digital Agent is available to support organisations hosted on the Summit platform and helps them to achieve the following tasks and more:
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Based on the end user input, the Digital Agent correctly identifies the SR catalogue, allowing the user to proceed and raise an SR from the Digital Agent. End users enter data into fields that have been specified in the catalogue. Digital Agent offers the end user multiple input options for the fields that are set in the catalogue. Digital Agent assists the end user with catalogue approval by obtaining the data needed from the end user to start the approval flow in Summit ITSM.
Procedure
To log an SR using Digital Agent, perform the following steps:
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The following infographic depicts the Digital Agent behaviour with different catalogues.
Unsupported Catalog
Unsupported catalogues are the catalogues which contains the controls which are not supported by Digital Agent.
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Specify the required information to raise the ticket.
Auto-Resolution Catalog
Auto-resolution catalogues provides resolution automatically without any intervention of live agent or Analyst.
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The user can edit or check on the status update using link hyperlink mentioned in the displayed message.
Complex Catalog
A complex catalog is defined based on the one of the following two conditions:
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It redirects the end-user to create an SR manually rather than going in circles with Digital Agent.
Unidentified Catalog
The end-user provides an utterance to create an SR. Digital Agent is unable to fetch any catalog based on the entered utterance. It prompts the end-user to provide the catalog name and create an incident with details such as pre-defined Symptoms, utterance description and Catalog name. Accordingly, the Analyst will contact the end-user.
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