Integrating Digital Agent with Service Request

Overview  

The NextGen conversational AI called Digital Agent assists in promptly resolving inquiries and solving frequent problems. The purpose of the Digital Agent is to manage all routine tasks so that your analysts and subject matter experts can concentrate on more complicated problems and requests. For more information on Service Requests, refer to Service Request Management.

Before submitting any Incident or Service Request, Digital Agent offers sage advice in the form of multimedia information to fix the problem. Additionally, the quantity of incidents and service requests reported by end users is decreased with the help of the Digital Agent. Digital Agent is available to support organisations hosted on the Summit platform and helps them to achieve the following tasks and more:  

• Answering FAQs (Frequently Asked Questions)  

• Log an Incident & Request  

• Status enquiries on incident & requests 

• Multi-Channel support 

Artificial intelligence's (AI) effectiveness depends on automation and accurately understanding user needs. Digital agent integration with Service Request & Incident Rules is a step in the right direction because it will enable end users to register problems much more rapidly and with less time spent on problem descriptions. Assigning the incident to the right workgroup with all the pre-filled incident details, such as priority and urgency, can aid analysts in hastening the problem's resolution. It has the option to display the default symptoms depending on the end-user-specified keyword.

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Persona

• End User

Business Benefits 

• Digital Agent Built-in Conversation Studio with predefined functionalities to support Service Management conversations (End user) and workflows. 

• Enables you to focus and devote more time on complex tasks, by saving end user's time with pre-selected or multi-selected data without asking end user's to fill each field values manually. 

• Digital Agent eliminates back-and-forth conversations between the user and the analyst. 

Create Service Request using Digital Agent 

The Digital Agent will not prompt the user for a description; instead, the accompanying symptoms will be shown. Using the designated symptom as a basis, the digital agent logs an SR (Service Request) ticket. Based on the end user's response, the digital agent decides that the user wants to create an SR (Service Request) ticket. On the basis of that, the Digital Agent will redirect the user chat to SR flows. 

Based on the end user input, the Digital Agent correctly identifies the SR catalogue, allowing the user to proceed and raise an SR from the Digital Agent. End users enter data into fields that have been specified in the catalogue. Digital Agent offers the end user multiple input options for the fields that are set in the catalogue. Digital Agent assists the end user with catalogue approval by obtaining the data needed from the end user to start the approval flow in Summit ITSM. 

Procedure

To log an SR using Digital Agent, perform the following steps:  

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

   
   Figure: Summit Application page
   
   

2. Open Digital Agent by clicking on the

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

3. The end-user wants to log an SR ticket for shared folder access. The Digital agent displays the list of relevant questions to proceed with the process of logging an SR ticket, as shown below.
   
   

   
   Figure: Digital Agent response to create SR ticket
   
   

4.  The end user will provide the inputs for questions posed by the Digital Agent, and it will correctly identify the SR catalogue using the end user's input so that the Digital Agent can proceed with raising an SR ticket.
   
   

   
   Figure: Digital Agent control type (Text Area, Drop-down)
   
   

   Control Type Validation 

   The following table describes the Control Type fields: 

5. A Link is also provided by the 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
   
   
   
   Figure: Details Page view provided via Link 
   
   

6. When an end user wants to log an SR ticket which needs approval like “Internal WIFI access,” at that time, before creating the ticket, the Digital agent will ask for a little more information for approval as shown below: 
   

   
   Figure: Approval Flow
   
   

7. If no required field is available while creating the SR ticket, then the ticket will be created automatically by Digital agent without asking for any information.
   
   

   
   Figure: Digital Agent response to create SR ticket
   
   
   
   Figure: Digital Agent response to create SR ticket
   
   

   Controls Support

   The following table describes the fields that are supported and not supported by Digital Agent:  

Digital Agent Catalog Behaviour

Accelerate your conversation with Digital Agent using pre-defined flows for unsupported, unidentified, complex, or auto-resolution catalogues while creating an SR.

The following infographic depicts the Digital Agent behaviour with different catalogues.

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