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.
Digital Agent is built on Natural Language Processing (NLP) to understand the user intentions and perform accordingly. Also, the tasks associated with service requests can be automatically resolved.
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.
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:
- 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, Slack, Google Chat, and an embeddable WebChat.
- 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
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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Digital Agent Functionalities
Before diving into the detailed sections, following are the key aspects of Digital Agent v2.2.
- LAT - Canned Responses
- LAT - Chat 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