Overview
The Digital Agent is a Conversational Agent used to assist end users through conversations. Digital Agent replicates and analyse human dialogue (written), allowing people to communicate with electronic devices as if they were speaking with a live agent. Digital agents can recognise phrase structure and understand knowledge with technologies like artificial intelligence (AI) and natural language understanding (NLU).
End users can communicate with the digital agent in conversational English to rapidly address their problems or submit requests via Web Chat. The Digital Agent classifies user intent as a Service Request or an Incident using Natural Language Understanding (NLU), which is the foundation of the technology. Businesses can gain from Digital Agent because they improve performance, save expenses, and let them respond rapidly to a variety of end-user-related questions with less human involvement.
The Summit programme displays validation messages based on the information entered into the text fields. The same idea is used in a conversational manner in Digital Agent for Web Chat.
Persona
- End-user
Business Benefits
- Digital Agent improves Self Service with its intelligent recommendations that can be leveraged by End Users to resolve the problems themselves.
- Omni-channel Support offers a convenient way for users to get the work done quickly.
- Users no longer need to navigate through multiple pages of the portal to look for Knowledge Records or to log Incidents or Service Requests. Digital Agent helps with all of these with a click of a button.
- Digital Agent enhances the user experience with a significant reduction in resolution time.
Web Chat with Digital Agent
The Digital Agent is available as multiple-channel Web Chat support that can be invoked by clicking the 
icon. On clicking the 
icon, the JWT (JSON Web Token) is transferred from the platform of the SUMMIT Core Application to the platform of Botpress during user authentication in the Digital Agent. It creates a JWT (JSON Web Token) that comprises user and payload data such as claims, credentials for signing, expiration dates, and issuer. Each time a message is sent, the token is transmitted to the Digital Agent platform.
Once the user authentication is done. We can start our conversation using the Digital agent chat window which is displayed where the end users can type in their questions or intent. Digital Agent responds to the questions or the intent related to Incident Management and Service Request Management. Reset dialogues and conversation downloads are only possible in Webchat, not in other channels.
Figure: Web Chat integration with Digital Agent
Figure: Digital Agent Opening Messages
Figure: Download and Reset conversation options
Reset conversation and Download Conversation options are only available in Web Chat and not supported in other channels for Digital Agent v2.0.0.
Update Ticket
Digital Agent provides you the flexibility to modify or update a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To update a ticket, perform the following steps:
- Type-in the utterance such as Update Ticket or Update or Update SR or Update Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:
Figure: Update Ticket
You may type in a specific ticket number as well to update it. - Scroll horizontally right or left using
icon and 
icon respectively. Click select hyperlink to select the required ticket which you want to update. Let's say you have selected the ticket number 234150 from the displayed list, the system displays the following message:
Figure: Update Ticket Message - Enter the required information to be updated. After entering the required information, the system displays the following message:
Figure: Additional Information
The updated information will appear in the Additional Information field of the incident details page.
Escalate Ticket
Digital Agent provides you the flexibility to escalate a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To escalate the ticket, perform the following steps:
- Type-in the utterance such as Escalate Ticket or Escalate or Escalate SR or Escalate Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:
Figure: Escalate Ticket - Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to escalate. Let's say you have selected the ticket number 234341 from the list, the system displays the following message:
Figure: Escalate Ticket Message
The selected ticket is escalated.
Remind Ticket
Digital Agent provides you the flexibility for ticket reminder. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To set a reminder for a ticket, perform the following steps:
- Type-in the utterance such as Remind Ticket or Remind or Remind SR or Remind Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:
Figure: Remind Ticket - Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to remind. Let's say you have selected the ticket number 234341 from the list, the system displays the following message:
Figure: Remind Ticket Message
A reminder is sent for the selected ticket.
Reopen Ticket
Digital Agent provides you the flexibility to reopen a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
Note
A ticket can be reopened only with status as Resolved.
To reopen a ticket, perform the following steps:
- Type-in the utterance such as Reopen Ticket or Reopen or Reopen SR or Reopen Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:
Figure: Reopen Ticket - Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to reopen. Let's say you have selected the ticket number 234340 from the list, the system displays the following message:
Figure: Reopen Ticket Message
The selected ticket is reopened.
You cannot reopen a ticket with status as Closed, In-Progress, Cancelled and New. The following messages are displayed with the status as shown below:
- Closed - A ticket with status as Closed cannot be reopened. A sample screenshot is shown below:
Figure: Closed Status
- In-Progress - A ticket with status as In-Progress cannot be reopened. A sample screenshot is shown below:
Figure: In-Progress Status - Cancelled - A ticket with status as Cancelled cannot be reopened. A sample screenshot is shown below:
Figure: Cancel Status - New - A ticket with status as New cannot be reopened. A sample screenshot is shown below:
Figure: New Status
Cancel Ticket
Digital Agent provides you the flexibility to cancel a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
Note
A ticket with status as Closed cannot be cancelled.
To cancel a ticket, perform the following steps:
- Type-in the utterance such as Cancel Ticket or Cancel or Cancel SR or Cancel Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:
Figure: Cancel Ticket - Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to cancel. Let's say you have selected the ticket number 234155 from the list, the system displays the following message:
Figure: Cancel Ticket Message
The selected ticket is cancelled.