OverviewDA203

Overview

The NextGen conversational AI called Digital Agent is a conversational digital assistant that helps end users by answering questions in conversations. Digital Agent always starts by addressing or identifying users with a welcome message. The end user can start conversation in natural language to rapidly address their problems or to answer their queries.

Digital Agent is built on Natural Language Processing (NLP) to understand the user intentions and perform accordingly. Also, the tasks associated with service requests can be automatically resolved.

Digital Agent is geared up to handle less important but high-volume issues & requests such as password resets, communicating policy (Ex: Leave, travel etc.,) information etc., intelligently and which in turn can save a tremendous amount of time for your analysts & subject matter experts and allow them to focus on important and critical tasks.

Discover Next Generation Chatbot

The fast-paced demand to achieve more within less time has challenged technology. Interestingly, with the evolution of Artificial Intelligence (AI) and chatbot, a virtual assistant, we are able to not only address the many challenges but also exceed expectations by providing a plethora of benefits.

Summit is pleased to introduce Digital Agent (formerly CINDE) which is your "next best friend". The newly rebranded Digital Agent is power-packed with a robust and scalable bot based on Natural Language Processing (NLP) that understands the user's intent and classifies it as Service Request or an Incident. Digital Agent helps you in quickly resolving incidents or raise a service request in conversational English using WebChat or MS Teams channel.

Digital Agent as a Platform provides you:

Built-in Natural Language Processing tasks such as intent classification, spell checking, entity extraction, and many others
Built-in Conversation Studio with predefined functionalities to support Service Management conversations (End user) and workflows
Support for popular messaging channels like Microsoft Teams and an embeddable web chat.
Provides Conversational Analytics
Answering FAQs
Log an Incident & Request
Status enquiries on incidents & requests

Operational Impact

The following infographic displays the operational impact of Digital Agent.

Key Feature Offerings

Live Agent Transfer (LAT)

Digital Agent provides the option to the end users to connect directly with a Live Agent. Digital Agent identifies the intent of the end user and transfers the conversation between an end user and Digital Agent to the Live Agent.

Multi-tenancy Digital Agent

Make the Digital Agent target-specific by providing access to the end users to converse with specific departments. Digital Agent will identify the intent of the end users and connect them with the identified department.

Digital Agent Functionalities

Before diving into the detailed sections, following are the key aspects of Digital Agent v2.0.3.

Previous Releases

Release Notes | Online Help | Installation Guide | Other Documents