OverviewDA204

Owned by Enterprise IT
Last updated: Dec 28, 2023
3 min read

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 or MS Teams channel.        


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 and an embeddable web chat.
  • 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

IM Rules

IM Rules have the information about the issue which is automatically created while logging an incident. The Digital Agent iterates the IM Rules to the end user, in case the end user is trying to log an incident and does not find the Knowledge Articles helpful.

LAT in Multi-tenancy

Multi-tenant Digital Agent provides the end users with the feature of Live Agent Transfer. End users have the benefit of talking to a Live Agent from their chosen department.

Digital Agent Functionalities

Before diving into the detailed sections, the following are the key aspects of Digital Agent v2.0.4.


Previous Releases 

Digital Agent 2.0.3 | Digital Agent 2.0.2 | Tahoe SP2 |Tahoe SP1 | Denali SP3 | Denali SP1 | Denali | Sierra SP1 | Sierra | Alps SP1 | Alps