Summit Digital Agent v2.0.5 Release Notes

Spell check in user utterances

The spell checked and corrected utterance would be displayed to the end user in the responses like Knowledge Article listing and listing of Incident Templates while creating an incident.

For more information, see Spell check using Digital Agent.

• Clear and easy to understand responses. 
• Better user experience.

Knowledge articles displayed in bold font and with indexing

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.

For more information, see Creating tickets with Digital Agent.

• Easy for users to find helpful information related to their issues.

Resolution time on the ticket card

Whenever a user provides an input in the Digital Agent to know the status of tickets, the Digital Agent displays the list of tickets along with the resolution time, if the ticket is resolved. In case a ticket is not resolved then the resolution time field will show as ‘Not defined’.

For more information, see Status flow of tickets.

• Resolution time on ticket cards ensures transparency and improves accountability.

Include Approver name in the ticket card

The Digital Agent will display the ticket cards along with the Approver name only if the status of the ticket is ‘Pending for Approval’. If the status of the tickets is anything else other than ‘Pending for Approval’ then the Approver name will not be displayed in the ticket cards.

For more information, see Status flow of tickets.

• Enhances traceability, escalation and overall ticket resolution process.

Date field with time stamp in the ticket details

When a user is creating a ticket through Digital Agent, the Digital Agent asks the user to provide the date of issue for the ticket along with other details. When the Digital Agent prompts to provide the Date of Issue, then the user is required to provide the date in a specific format only.

For more information, see Date stamp in IM Rules.

• Better user experience. 
• Ensures prioritization and continual service improvement.

User can upload an attachment while creating a ticket

While creating a ticket through Digital Agent, the users can now upload an attachment in supported formats and size at the ticket level.

For more information, see Upload an attachment.

• Uploading attachments while creating a ticket helps provide a clearer understanding of the issue.

Multi-tenancy in Slack and MS Teams

Multi-tenant Digital Agent in Slack and MS Teams identifies the user intention to converse with a particular department and create tickets in the appropriate department.

For more information, see Multi-tenant Digital Agent.

• Better service and user experience. 
• Businesses can scale the Digital Agent in Slack and MS Teams to cater to any surge in queries spanning multiple departments.

Skill-based routing in LAT

Digital Agent identifies the entities from the user input and routes the conversation to a Live Agent whose skills matches with the identified entities.

For more information, see Skill-based routing in LAT.

• Skill-based routing optimizes resource allocation.
• Minimizes the chances of misrouted tickets, reducing the need for ticket transfers or escalations.
• Enhanced customer experience.

VIP User

Digital Agent is engineered to identify VIP users and trigger the relevant conversation flow.

For more information, see VIP Users.

• Deliver personalized experience to VIP users.

Realignment of Feedback Icons in Digital Agent

• Enhanced user experience.

Typing indicator in Digital Agent

• The typing indicator creates a sense of interactivity and responsiveness.
• Makes the conversations with Digital Agent more natural and engaging.