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Feature released in SummitAI for ITSM (Alps)
What is CINDE?
CINDE – Conversational Interface and Decisioning Engine – is a Conversational Virtual Agent. The End Users can interact with CINDE to quickly log Incidents or create Service Requests (SRs). CINDE can also help users edit or check the status of existing Incidents or SRs.
Users can interact with CINDE via a chat interface using conversational English. CINDE uses sophisticated Artificial Intelligence (AI), Machine Learning and Natural Language Processing (NLP) technologies to understand the user’s query and determines the best course of action, executes the action, and responds back to the user.
Incident Management
CINDE can help End Users with the following related to Incidents:
- Reporting IT issues
- Updating existing Incidents with more information
- Querying about the status of existing Incidents
- Sending reminders to Analysts about existing Incidents
- Querying about the Resolution Time of existing incidents
Service Request Management
CINDE can help End Users with the following related to Service Requests:
- Creating Service Requests (SRs) and Updating existing SRs
- Querying about the status of existing SRs
- Sending reminders to Analysts about existing SRs
- Querying about the Resolution Time of existing SRs
CINDE is available as a web chat that pops up by clicking ASK CINDE. On clicking ASK CINDE, a chat window is displayed, where the End Users can type in their questions. CINDE responds to the questions related to Incident Management and Service Request Management modules.
Benefits
- 24*7 support to the End Users
- Quick solutions to the End Users for the most commonly asked queries
- Responding to FAQs
- Better CSAT
- Reduced workload on the Analysts
- Reduction in Operations Cost