Creating Tickets with Digital Agent

Overview  

Digital Agent is built on Natural Language Processing (NLP) to understand the user intentions and will identify to log 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:

Figure: Different terms while creating a ticket

Log 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. 

Figure: Ticket creation flowchart

Procedure

To log a ticket, perform the following steps:

1. Log in to the Summit application as an end-user.
   
   
   
   Digital Agent icon is displayed on the right bottom corner of the screen. A help text is displayed next to Digital Agent icon indicating that the chatbot is available to provide assistance and answer questions. It encourages users to click on Digital Agent icon for immediate help. Both the duration for which the help text appears and the help text content are configurable. Refer the below screenshot:
   
   
   Figure: Help text near Digital Agent icon
   
   
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. As the end user selects the department and provides an input for the issue they are facing, Digital Agent displays the relevant Service Request catalogs or Incident templates:
   
   Figure: Catalogs
4. As the user provides an input to the Digital Agent to log an Incident or Service Request, the Digital Agent will prompt the relevant Knowledge Articles in an index format.
   
   Knowledge Articles in index format make it easier for end users to navigate through the helpful information related to their issue. This ensures that the end users find the right information easily while logging an Incident or Service Request. A sample screenshot is shown below:
   
   
   Figure: Knowledge articles in index and bold fonts
   
   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 log 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. 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. 
   

   While creating a ticket for both SR and Incident a Link will be 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. 

Link in the chat response to log an Incident

Digital Agent provides the capability to include a direct web link in the chat response for Incident logging for a particular tenant. This ensures to accommodate specific details in the incident ticket.

Below is a sample screenshot displaying a web redirection link in the chat response from Digital Agent when an end user wants to log an Incident for IT tenant:

Figure: Redirection link for Incident creation

This is a configurable option at the bot level. If you want to provide a redirection link in the chat response, kindly connect to the support team for configuring it.

Providing a redirection link to a web application in the chat response for Incident creation enhances user flexibility. The user can easily access the link to provide additional details during Incident creation.

None Intent Flow

If the user provides an input to Digital Agent, which it does not understand and there are no relevant Knowledge Articles found, then it will display the following message: “Please rephrase your question or provide more details so I can better assist you.” Refer the sample screenshot shown below:

Figure: None Intent - Rephrase message

In case the user provides an input and relevant Knowledge Articles are available, then Digital Agent will display those Knowledge Articles. Digital Agent will also confirm whether you are satisfied with the displayed relevant Knowledge Articles or want to rephrase your input. It displays two options: ‘Rephrase’ and ‘I am done.’ Refer the sample screenshot:

Figure: None intent – Knowledge Articles display

Click Rephrase, if you are not satisfied with the Knowledge Articles displayed and want to change your input. Digital Agent will then prompt a message: ‘Please rephrase your question or provide more details so I can better assist you.’ Refer the below sample screenshot:

Figure: Rephrase message

If you find the displayed Knowledge Articles helpful, then click I am done. Digital Agent then prompts the relevant conversation flow:

Figure: Relevant conversation flow

Open Q&A

While in conversation with Digital Agent, when the end user clicks Reset in the chat box, then Digital Agent prompts an open question – ‘What would you like to do?’. A sample screenshot is displayed below:

Figure: Open question after Reset

Also, Digital Agent prompts an open question, ‘What would you like to do?’, after each user input, ensuring continuous engagement. A sample screenshot is displayed below:

Figure: Open question

Relevant Catalog not found

When user provides an input to raise an SR or Incident, and if Digital Agent does not find any relevant catalog, then it prompts user to provide more details about the issue they are facing. Refer the below sample screenshot:

Figure: Relevant catalog not found

Also, if Digital Agent does not find the relevant catalog for the issue that the end user is looking for, it prompts the user to log a ticket by providing a link in the message. Refer the sample screenshot:

Figure: Link to log ticket

On clicking the link, it redirects to the page where you can log a Service Request or Incident.

Upload an attachment while creating a ticket

End users can upload an attachment while logging an Incident or Service Request through Digital Agent. 

The following figure shows the scenario when an end user is creating a ticket for an Incident through Digital Agent:

Figure: Upload attachment while creating ticket 

1. As the end user is creating a ticket for an Incident via Digital Agent and selects an issue from the Incident templates, the Digital Agent asks whether the user wants to attach any file(s) for the ticket.
2. The user clicks Yes to upload an attachment while creating a ticket. 
3. After the end user uploads the attachment, the ticket is successfully created.
   
   Below is a sample screenshot:
   
   
   Figure: File upload success

Exiting the chat conversation

Digital Agent identifies the utterance related to end the chat conversation such as “I am done”, “Close Chat” and many more. Once identified, it displays the following message, and the chat window gets minimized.

Figure: Exit Conversation

Opting out to exit in the middle of the conversation

Digital Agent provides you the flexibility to come out of an existing on-going conversation flow in the middle of a chat conversation. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response. 

Scenario I - End-user does not want to raise a ticket 

The end-user attempts to raise an incident about outlook not working. However, in between, the end-user changed his mind and does not want to raise the incident. To achieve it, the end user may type-in the utterance such as Restart or Back to Beginning or Restart the chat or Reset Conversation or Begin Again and so on.

As shown in the following screenshot, the end-user does not want to raise a ticket for Outlook not working. The end-user is able to come out of the conversation flow using the utterance such as Restart Conversation. 

Figure: Restart Conversation

The Digital Agent displays the following message, and the end-user can restart the conversation, if required. 

Scenario II - End-user is unable to answer the question

The end-user attempts to raise an incident. Digital Agent is able to identify the catalog and asks additional questions in the form of description. The end-user does not have answer for the asked question in the form of description and come out of the conversation flow. To achieve it, the end user may type-in the utterance such as Stop, Let's Quit this or Cancel and so on. A sample screenshot is shown below:

Figure: Restart Conversation

User is inactive

End users may become inactive during a conversation with Digital Agent, leaving the chat idle for an extended period. To enhance user experience and provide proactive assistance, Digital Agent is programmed to detect idle time. After a set time interval of inactivity, during which the user hasn't provided any input, Digital Agent displays a predefined message. The following screenshot displays the message that the end user will see when no input is provided by them after a certain time interval:

Figure: Timeout message

If the end user provides an input to the Digital Agent after timeout, then the current conversation becomes invalid, and a new conversation flow starts.

Configuration

User persona: Admin

1. Login to Workbench.
2. Navigate to Code Editor > click Configurations > click bot.config.json.
3. Define the time for timeout in the dialog timeoutInterval. If the time is set to 5 minutes, then the following message is displayed to the end user:
   
   ‘I'm sorry, but it seems I didn't receive any input from you. If you still need assistance, feel free to type your query or request again.’