Integrating Digital Agent with Service Request

Owned by Enterprise IT
Jun 18, 2024

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.

 

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)

    Multiple choice input is not yet supported by the MS Team.

    Control Type Validation 

    The following table describes the Control Type fields: 

    Control Type 

    Description 

    Text area 

    For this control type, only text input is acceptable. 

    Radio Button 

    Choose just one of the options provided for this control type by the Digital Agent. 

    Date 

    Only enter data for this control type in date format. 

    Multi Select 

    For this control type, you can choose multiple options from the list provided by the digital agent. 

  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

    When creating an SR ticket that requires Approval, the Digital Agent will inquire for the Approver's name. The Approver's name should be entered precisely by the end user. If the configured number of matches does not exceed the threshold, Digital Agent offers multi-select options for the Approver name based on user input.


  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

    Important

    The Digital Agent supports some fields while disallowing others. The user is redirected to the SUMMIT portal in the event that a field is not supported by the Digital Agent. 

    Controls Support

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

    Core Controls 

    Digital Agent Control Mapping 

    Text Box 

    Support Text only 

    Text Area 

    Support Text only 

    Check Box 

    Support Drop Down - Single Choice 

    Date 

    Support Text only 

    Number 

    Support Text only 

    Email 

    Support Text only 

    File 

    Unsupported 

    Price 

    Support Text only 

    User Search 

    Support Text and MultiChoice 

    Label 

    Support Text only 

    Formula 

    Unsupported 

    Radio Button 

    Support Drop Down - Single Choice 

    Multivalue Dropdown 

    Support Drop Down – MultiChoice 

    MV Group of controls 

    Unsupported 

    AutoFill 

    Unsupported 

    Dropdown 

    Support Drop Down - Single Choice 

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.


Unsupported Catalog

Unsupported catalogues are the catalogues which contains the controls which are not supported by Digital Agent.

Note: Digital Agent supports Text Area, Radio Button, Date and Multi Select controls.  

Digital Agent will not log a ticket for any unsupported catalog. It displays the following message and provides the hyperlink for the end-user to redirect to Summit application Catalog page to raise the ticket manually. A sample screenshot is shown below:

Figure: Digital Agent – Unsupported Catalog

In the above screenshot, the Printer Access Catalog is configured as unsupported Catalog because the Printer has Attachment field which is not supported by Digital Agent. Hence, Digital Agent will not file a ticket. To raise the ticket, the end-user should follow the hyperlink provided in the displayed message.

The link redirects the end-user to Summit application (Catalog page) to raise the ticket manually. A sample screenshot is shown below:

Figure: Summit – Catalog Page

Specify the required information to raise the ticket.

Auto-Resolution Catalog

Auto-resolution catalogues provides resolution automatically without any intervention of live agent or Analyst.

Example: The end-user needs to reset the password. The Reset Password catalog is the catalog configured for an auto-resolution password. In this case, the password will be reset as per backend configuration and will be communicated back to the end-user. The ticket is resolved without any Analyst's intervention.

Digital Agent logs an SR for any auto-resolution catalog, and it gets auto-resolved. Once the SR is raised, the following messages is displayed, and a confirmation e-mail will be sent to the end-user. A sample screenshot is shown below:

 

The user can edit or check on the status update using link hyperlink mentioned in the displayed message.

Complex Catalog

A complex catalog is defined based on the one of the following two conditions:

  1. Catalog contains more than n mandatory fields
  2. Catalog contains more than n options under Drop-down, Multi-select or Radio controls.

n = Configurable complexity value in the number. 

The default value of n is 6.

Note: The variable n can be configured in the backend.

Digital Agent has the capability to identify the complex catalog. Once identified as complex catalog, due to the complexity of the catalog, the Digital Agent will not log any ticket and displays the following message.


Figure: Complex Catalog

It will provide an option to the user to log a ticket by providing hyperlink in the displayed message and redirects the user to Summit application and lands to the specific catalog page to raise the SR.

It redirects the end-user to create an SR manually rather than going in circles with Digital Agent.

Unidentified Catalog

The end-user provides an utterance to create an SR. Digital Agent is unable to fetch any catalog based on the entered utterance. It prompts the end-user to provide the catalog name and create an incident with details such as pre-defined Symptoms, utterance description and Catalog name. Accordingly, the Analyst will contact the end-user.

Case I – Digital Agent is unable to fetch any catalog

In this case, if the Digital Agent is unable to find any relevant catalog for the provided user utterance, the end-user will be asked for additional information to log the ticket.  A sample screenshot is shown below:

Figure: Additional Information

A ticket is logged, and the following message is displayed:

 

Figure: Feedback Message

An analyst will contact the end-user to assist further.

Case II – End-user clicks “Catalog not found” button 

In this case, if the end-user is provided with a list of catalogues based on the entered utterance. However, the end-user is unable to find any relevant catalog from the list and hence selects the option Catalog Not Found from the list.

Figure: Catalog Not Found

Digital Agent will ask for the additional information on the required catalog.

Figure: Additional Information

A ticket is logged, and the following message is displayed:

 

Figure: Feedback Message

An analyst will contact the end-user to assist further.

Global Redirection

The following messages is displayed in Global Redirection scenario. This message will be displayed globally weather it's a complex catalog or unsupported Catalog. The sample screenshots are shown below:


Figure: Global Redirection Message for ALL catalogs