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The NextGen conversational AI called Digital Agent is a conversational digital assistant that which helps end users by answering questions in conversations. Digital Agent always starts by addressing or identifying users with a welcome message. The end user can start conversation in natural language to rapidly address their problems or to answer their queries.
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Summit is pleased to introduce Digital Agent (formerly CINDE) which is your "next best friend". The newly rebranded Digital Agent is power-packed with a robust and scalable bot based on Natural Language Processing (NLP) that understands the user's intent and classifies it as Service Request or an Incident. Digital Agent helps you in quickly resolving incidents or raise a service request in conversational English using WebChat, Microsoft Teams channel, Slack, or Google Chat.
Digital Agent as a Platform provides you:
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The following infographic displays the operational impact of Digital Agent.
Key Feature Offerings
Live Agent Transfer - Chat Transfer Chat Transfer functionality within the Live Agent hub streamlines and enhances customer interactions within the Digital Agent platform. This feature is designed to equip Live Agents with the capability to transfer ongoing chats to be added to a queue or to other Live Agents.
| Reports & Dashboard Widgets Reports & Dashboard widgets provide a comprehensive view of Digital Agent Analytics. These reports and widgets offer insights into key metrics on the performance of Digital Agent and its conversations.  |
Live Agent Transfer - Canned Responses Canned Responses is a repository of pre-defined responses readily available for Live Agents to utilize while they chat with the end users. This enhances response times with pre-written replies.  | Live Agent Transfer - Chat Assignment & Routing Configure to assign and route chat transfer requests by setting rules and criteria based on factors such as issue type, priority, and agent availability. This ensures that each request is directed to the appropriate team or individual for efficient resolution.
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Before diving into the detailed sections, following are the key aspects of Digital Agent v2.2.
- LAT - Chat TransferCanned Responses
- LAT - Canned ResponsesChat Transfer
- LAT - Chat Assignment & Routing
- LAT - Agent Chat Summary
- Reports & Dashboard Widgets
- Help text near Digital Agent icon
- Reset Open Q&A
- Timeout functionality
- Redirect link for Incident creation
- Relevant catalog not found
- Trigger Knowledge Articles for unclear intent
- Quick Links
- Import Canned Responses
- Approval Flow
- Capture User Feedback
- Adoption Report by Location widget
- Feedback Report
- Volume of Feedback widget
- Feedback Distribution widget
- Truncated Canned Response snippet
- Loaders in Reports and Dashboard
- Content type display in Conversation Reports
- Unattended chat transfer message
- Live Agent abandon message
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Previous Releases |
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