Multi-tenancy1

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

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

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

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.