What is Conversational Virtual Agent?
CINDE – Conversational Insights and Decision Engine – is a Conversational Digital Agent. The End Users can interact with CINDE to quickly resolve their requests in conversational English. CINDE is an NLP-based digital agent that understands the user intent, classifies it as Service Request or an Incident, and resolves up to 20% of Service Request tasks in an automated manner. CINDE logs Incidents or create Service Requests (SRs) for all the tasks whether they are handled automatedly or by live agents. CINDE can also help users check, edit, or escalate the status of existing Incidents or SRs.
CINDE provides 24*7 support to the End Users and provides quick solutions to the End Users. The users no longer need to navigate through multiple pages of the portal to look for Knowledge Records or to log Incidents or Service Requests. CINDE helps with all of these with a click of a button.
CINDE Functionality
Incident Management
CINDE can help End Users with Incidents:
- Reporting IT issues
- Updating existing Incidents with more information
- Querying about the status of existing Incidents
- Sending reminders to Analysts about existing Incidents
- Querying about the Resolution Time of existing incidents
Service Request Management
CINDE can help End Users with Service Requests:
- Creating Service Requests (SRs)
- Updating existing SRs
- Querying about the status of existing SRs
- Sending reminders to Analysts about existing SRs
- Querying about the Resolution Time of existing SRs
CINDE is available as a web chat that can be invoked by clicking ASK CINDE. On clicking ASK CINDE, a chat window is displayed, where the End Users can type in their questions. CINDE responds to the questions related to Incident Management and Service Request Management.
Users can click the 
icon on the top right of the CINDE window to enter feedback about your conversation with CINDE. The user is redirected to the configured mail box and once a feedback mail is sent, it is parsed in to an Incident.