Multi-tenancy2

Revolutionize conversation with end users by providing target-specific resolutions with Multi-tenancy Digital Agent! 

Overview 

Multi-tenancy feature of Digital Agent is a boon for businesses who have multiple internal departments, and they have a single AI-based Digital Agent for the entire organization. 

In Multi-tenancy, there is a Multi-tenant Digital Agent. This Multi-tenant Digital Agent will identify the precise intention of the end user to connect to a specific department. Consequently, the Digital Agent will connect the end user to the respective department of the organization over the conversation.

Persona 

• End User 

Business Benefits

The Multi-tenancy feature of Digital Agent benefit businesses in a variety of ways. It allows to take the customer experience to the next level by connecting the end users with the requested department. End users will value how quickly and effectively Digital Agent responds to their queries. Whereas businesses can readily scale the Digital Agent to accommodate any surge in queries spanning across various departments.

Figure: Benefits of Multi-tenant Digital Agent

Whenever a user is in conversation with the Digital Agent and chooses a particular tenant from the options provided by the Digital Agent, the title of the Digital Agent dynamically changes as per the selected department. This change in the title of the Digital Agent based on the chosen department adds a layer of interactivity and engagement to the overall experience. Users are more likely to feel involved and invested in the conversation when they see the Digital Agent title that resonates with their specific needs.

The following screenshot illustrates, how the title of the Digital Agent changes as soon as the end user selects a particular department:



Figure: Title change of Digital Agent as per the tenant

Multi-tenant Digital Agent in Multiple Channels

Multi-tenant Digital Agent is accessible to users on MS Teams and Slack. The Multi-tenant Digital Agent in MS Teams and Slack enhances customer experience through personalized interactions and target-specific solutions. The user has the provision to converse with a specific department based on the issue.

Use Cases 

The Multi-tenant feature of Digital Agent promises to deliver a personalized and department-specific response to the end users.

The following use cases explain the different scenarios and functionalities of Multi-tenant Digital Agent:

• End user conversation with a particular department
• Switch department
• Access to authorized department
• Reset department

End user conversation with a particular department 

In this use case, as the end user starts the conversation with Digital Agent, the Digital Agent displays the different departments.

1. The Digital Agent provides multiple options to the end user. For instance, in this particular use case, the Digital Agent shows two departments: IT and HR.
   
   
   Figure: Digital Agent displaying different options
   
   
2. The end user chooses the IT department.
   
   
   Figure: End user selects a department
   
   
3. On identifying the department as IT, the Digital Agent will start the conversation between the end user and the chosen department.
   
   
4. The end user provides the following input in the Digital Agent:
   
   
   Figure: End user wants to unlock password
   
   
5. The Digital Agent will recognize the specific input and provide the relevant resolution (refer the below figure).
   
   
   Figure: Digital Agent provides relevant response
   
   
6. Suppose the end user provides an input that is not identified with the selected department, then by default the Digital Agent will trigger the appropriate options to continue with. The Digital Agent will display an unrecognized flow and it will prompt the option to create an SR or INC.
   
   
   Figure: Option to log INC or SR

Multi-tenant Digital Agent is also accessible in MS Teams and Slack channels. When a user is conversing with the Digital Agent on MS Teams or Slack, the Digital Agent prompts different departments to choose from, such as IT, HR, Finance. The user can select the department as per the requirement and continue their conversation with the Digital Agent.

A sample screenshot is shown below:

Figure: Multi-tenant Digital Agent in MS Teams 

After the user selects a department, such as IT, the conversation flows will occur through the IT department Digital Agent. 

A sample screenshot is shown below:

Figure: User conversation with IT department 

The following sample screenshot shows the conversation of user with Multi-tenant Digital Agent in Slack channel:

Figure: Digital Agent displaying different departments in Slack

Figure: User conversation with IT department

Switch department

In this use case, the end user wants to switch the conversation with the Digital Agent from one department to another department.  

1. The end user provides an input in the Digital Agent to switch the department.
   
2. Digital Agent identifies the intent of the end user through the input provided. In this use case, the end user provides an input - 'go to hr'.
   
   
3. Digital Agent will then switch to the requested department and continues the conversation tagged to the selected department.
   
   
   Figure: Switch department
   
   
4. Now when the end user provides an input after switching the conversation to a new department, the Digital Agent will trigger the relevant conversation configured to the new department.
   
   
   Figure: Response as per new department

Users can anytime switch between the departments while in conversation with the Digital Agent on MS Teams as well as on Slack channel. Users can provide an input to the Digital Agent such as go to HR, go to IT, Switch to HR, Switch Tenant to HR, switch bot to Finance.

A sample screenshot is shown below:

Figure: Switch department in MS Teams 

Below is a sample screenshot where a user wants to switch the department from HR to IT while in conversation with Multi-tenant Digital Agent in Slack channel:

Figure: Switch department in Slack

Access to authorized department  

The end users will not be able to view the complete list of departments in the Digital Agent, unless they have access to them. 

In this use case, the end user has access to only the IT department.

1. The Digital Agent will only continue with the IT department, without providing any other options.
   
   
   Figure: Digital Agent shows IT department
   
   
2. Next, when the end user provides an input, the Digital Agent will identify the intent and provide the relevant response.
   
   
   Figure: End user wants to unlock password

Suppose, the queries of the end user are related to other departments that the end user does not have access to. Then the Digital Agent will respond back with the best match related to the department which they have access to and continue with it.

Reset department 

Digital Agent provides the end users an option to reset the department as well. This way the end users can anytime reset the department during a conversation with the Digital Agent.

1. The end user provides the input 'reset tenant'.
   
   
   Figure: Reset department
   
   
2. Once the end user provides an input to reset the department, then the Digital Agent will identify the user intention through Natural Language Understanding (NLU). Subsequently, the Digital Agent will reset the existing department and provide options to select for further conversations.
   
   
3. If the end user does not select any option from the options provided by the Digital Agent, then the Digital Agent will reiterate three times to select one department.
   
   
4. Selection of one department by the end user is important, as this will enable the Digital Agent to understand the end user intention and respond back accordingly.

Users while in conversation with a particular department through Digital Agent over MS Teams and Slack channel can reset the department anytime by providing inputs such as ‘reset department’.

Below is a sample screenshot displaying the reset department capability of Digital Agent in MS Teams:

Figure: Reset department in MS Teams

Below is a sample screenshot that displays the reset department capability of Digital Agent in Slack channel:

Figure: Reset department in Slack