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Overview

The NextGen conversational AI called Digital Agent is a conversational digital assistant that 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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Digital Agent is geared up to handle less important but high-volume issues & requests such as password resets, communicating policy (Ex: Leave, travel etc.,) information etc., intelligently and which in turn can save a tremendous amount of time for your analysts & subject matter experts and allow them to focus on important and critical tasks.

Discover Next Generation Chatbot

The fast-paced demand to achieve more within less time has challenged technology. Interestingly, with the evolution of Artificial Intelligence (AI) and chatbot, a virtual assistant, we are able to not only address the many challenges but also exceed expectations by providing a plethora of benefits.

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  • Built-in Natural Language Processing tasks such as intent classification, spell checking, entity extraction, and many others
  • Built-in Conversation Studio with predefined functionalities to support Service Management conversations (End user) and workflows
  • Support for popular messaging channels like Microsoft Teams and an embeddable web chat.
  • Provides Conversational Analytics
  • Answering FAQs
  • Log an Incident & Request
  • Status enquiries on incidents & requests

Operational Impact

The following infographic displays the operational impact of Digital Agent.

Key Feature Offerings

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Introducing Knowledge Articles while Ticket Creation

Make your Digital Agent more intelligent by displaying relevant Knowledge Articles while creating a Ticket. Enhance the usefulness of Digital Agent for an end-user. 

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Various Actions Support

Optimize the communication process with the help of various actions on a ticket such as Update, Remind, Escalate, Reopen and Cancel.

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Digital Agent Functionalities

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Live Agent Transfer (LAT)

Digital Agent provides the option to the end users to connect directly with a Live Agent. Digital Agent identifies the intent of the end user and transfers the conversation between an end user and Digital Agent to the Live Agent.

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Multi-tenancy Digital Agent

Make the Digital Agent target-specific by providing access to the end users to converse with specific departments. Digital Agent will identify the intent of the end users and connect them with the identified department.

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Digital Agent Functionalities

Before diving into the detailed sections, following are the key aspects of Digital Agent v2.0.

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Previous Releases 

Digital Agent 2.0.2 |Tahoe SP2 |Tahoe SP1 | Denali SP3 | Denali SP1 | Denali Sierra SP1Sierra Alps SP1 | Alps 


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