Retail / CPG

Self-service Capability

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Self-service Capability

Overview

Reduce dependency, provide quick resolution, and promotes user satisfaction.

Allow users to independently resolve their queries and tasks with ease. Empowers users to take control of their interactions, saving time and effort while receiving immediate assistance.

Benefits

Availability

Empower customers to get assistance round the clock.

Efficiency

Minimize wait times by offering instant assistance.

Consistency

Ensure that users receive consistent & accurate information.

Empowerment

Make users feel empowered & in control of their interactions.

Use cases

Scenario:  

An organization wants to allow users the access to network resources like shared drives and printers via self-service.

Approach:  

  • Create conversational flows for the Digital Agent that empower users to request services such as shared drive access and printer usage.
  • Leverage the call API functionality to log a Service Request in the ITSM application. 

(*Out-of-box feature if you are running on Summit ITSM). 

  • The requested SR undergoes a pre-defined approval process outlined in the service catalog, and the digital agent fulfills the request upon meeting the necessary workflow or approval conditions.

Scenario:  

An organization aims to empower employees with self-service capabilities for HR-related tasks such as leave requests, benefits inquiries, and personal information updates.

Approach:  

  • Design conversational flows for the Digital Agent to inquire about leave requests, benefits, and updating personal information.
  • Leverage the Q&A module to build a comprehensive knowledge base for employee benefits and HR policies.
  • The Digital Agent recommends the appropriate knowledge record based on the query and logs a incident / service request for actions requiring HR intervention.
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Scenario:  

A facility management company aims to streamline service requests and enhance user experience through self-service access to common facilities like meeting rooms and maintenance.

Approach:  

  • Create conversational flows for the Digital Agent to enable users to handle routine facility inquiries such as meeting room reservations and maintenance.
  • Connect the Digital Agent with the facilities management system via the call API function. (*Out-of-box feature if you are running on Summit ITSM)
  • Promote self-service capability by enabling users to book meeting rooms and request maintenance through the Digital Agent.

Related resources