Chitchat and FAQ

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

Overview

Having a Digital Agent that is completely programmed with master conversational abilities will bring great rewards for your business. A Digital Agent converses with the users using natural language processing (NLP) through text rather than traditional websites. It has become an exciting tool in the user experience environment. It recognises user intent, categorises the conversation, and determines what the user wants. 

The Digital Agent is changing the way businesses communicate and understand their customers. With AI, digital agents will have the ability to deliver a more personalised customer experience. Additionally, it helps businesses save money through internal operations and customer service. 

Figure: Personalized Experience 

Persona 

  • End-user  

Business Benefits 

  • Digital Agent is available 24*7 – End Users can interact with Digital Agent anytime, anywhere. 
  • It reduces back-and-forth conversations between the user and an analyst. 
  • Improves Self Service with its intelligent recommendations that can be leveraged by End Users to resolve the problems themselves. 
  • It reduces costs by handling higher volumes of repetitive tasks. 

Chitchat with Digital Agent 

Chit-chat, often known as small talk or light discussion, is what gets a conversation going. Conversational chit-chat includes questions about how you are, what you would like to know, and any information you need, as well as greetings and goodbyes. 

Even though it may appear trivial, the conversation is crucial. Chit-chat is one technique to give your bot personality and make conversation with the Digital Agent more memorable and interesting. The Digital Agent uses AI to match your speech to these typical conversational intentions. So, whether you say hey, hi, or hello, the Digital Agent knows it's a greeting and responds accordingly. 

The end user can chit-chat with the Digital Agent using conversational English. Based on the user's input, the Digital Agent answers and provides options that the user can choose from (for example, create a ticket or call the helpdesk). 

Digital Agent FAQ

Companies face significant difficulties in meeting expectations while maintaining a high standard of customer service, with a rise in the number of requests. This is an ideal time to consider the tool that will make your task easier. In this situation, Digital Agent can be your saviour by taking up at least some of the support agent’s duties. As a result, they will be able to concentrate on instances that are more crucial and work more efficiently. 

The frequently asked questions submitted by end users are addressed by Digital Agent. This makes it easier for end users to identify the most likely problems and choose and resolve a fix before recording an incident. This facilitates quick and simple problem-solving while also lowering the number of incidents reported by end users. With this, users can converse with Digital Agent to ask questions and receive conversational responses. Based on the data input given to Digital Agent, the Frequently Asked Questions (FAQs) output is unique to the relevant organisation. 

The user can easily find solutions to frequent IT and services-related questions by using this functionality. The organisations must provide a collection of organization-wide FAQs (and variations of these questions) as well as their response pairs to train and make the system proficient. 

Figure: Frequently Asked Questions