Creating Tickets with Digital Agent

Overview  

Digital Agent is built on Natural Language Processing (NLP) to understand the user intentions and will identify to create a Service Request or an incident and perform accordingly. Also, the tasks associated with service requests can be automatically resolved. The Digital Agent will no longer prompt the user for a description; instead, the associated symptoms will be shown.

The end user can log a ticket with multi-select data using Digital Agent without having to manually enter every detail. The symptoms are displayed by the Digital Agent based on the customizable parameters. 

Persona 

• End-user  

Business Benefits 

• Provision to design a ticket flow that welcomes a user and asks them to confirm the ticket type, such as an incident or a service request. Based on ticket type, the chat is forwarded to the appropriate flow detection. 

• We have simplified the log ticket (incident or service request) process, Users no longer need to browse through several pages on the Digital Agent. All of them are assisted by Digital Agent with a single button click. 

• Improved the user experience by reducing resolution time significantly. 

Terminologies

We will be widely using the terms Tickets, Incident and Service Request.  The following infographic displays the quick understanding of the terms:

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Open

Create a Ticket using Digital Agent 

The accompanying symptoms will be displayed instead of the Digital Agent asking the user for a description. The digital agent logs a ticket based on the specified symptom. Digital agent determines that the user wishes to log an SR (Service Request), or an Incident (INC) ticket based on end user response. On the basis of that, Digital Agent will redirect the user chat to respective flows. 

Open

Figure: Ticket creation flowchart

Procedure

To log a ticket, perform the following steps:

1. Log in to the Summit application as an end-user.
   
   

   
   
   

2. Open Digital Agent by clicking on the

    icon. It opens with a customized welcome message. A sample screenshot is shown below: 
   
   
   
    Figure: Digital Agent - Welcome Message
   
   

3. Below are the prompt messages Digital Agent will display when a create ticket utterance doesn't have any SR or INC entities (doesn't detect the type of ticket). The first option is for Incident flow, while the second is for SR flow.
   
   

   
   Figure: Response to create Ticket utterance
   
   

4.  Consider the end-user wants to log an SR ticket for printer access. The end-user input the utterance to log an incident regarding printer not working. Digital agent displays the list of relevant knowledge articles and logs the ticket in a few steps, as shown below. 
   
   

   
   Figure: Digital Agent - Knowledge Articles
   
   The end-user input the utterance to log an SR regarding VPN access. Digital agent displays the list of relevant knowledge articles.
   
   
   
   Figure: Digital Agent - Knowledge Articles
   
   Click Show More hyperlink to view the complete knowledge article. 
   
   
   
   Figure: Show More - Knowledge Article
   
   Click Go Back on the top of the displayed Knowledge Article to close it and to go back to Digital Agent conversation. The knowledge articles support the video as well. Click
   icon on the screen to know more about the knowledge article. 
   
   
   
   Figure: Knowledge Article - Video
   
   Click I am Done if you do not want to proceed further. A sample screenshot is shown below:
   
   
   
   Figure: I am Done 
   
   Digital Agent will help you with service catalogs while raising an SR. A sample screenshot is shown below:
   
   
   
   Figure: Digital Agent response to create SR ticket
   
   

5. A Link is also provided by Digital Agent to the end user to double-check whether the information, they have filled out is accurate by clicking on the Link.
   
   

   
   Figure: Digital Agent response with Link
   
   Upon clicking the Link, the Details page is displayed which indicates Service Request details.
   
   

6. Similarly, consider the end-user wants to log an Incident ticket for Wi-Fi issue. Digital agent displays the list of relevant options and logs the ticket in a few steps, as shown below. 
   
   

   
   Figure: Digital Agent response to create Incident ticket
   
   

7. Based on the selected ticket type, i.e., SR or INC, the description is pre-defined, then the ticket is logged directly. If the description is not pre-defined, then the Digital Agent will ask the end user to provide the description to log the ticket.