Enterprise IT - ITSM/ITAM

Auto Resolve

Automatically resolve common queries without any manual intervention.

Get in touch
auto resolve

Overview

Faster resolution, Improved accuracy of responses, Reduced manual intervention.

Intelligently identify and address routine tasks, enhance efficiency and also provide a faster and more convenient experience for customers, ultimately boosting customer satisfaction and operational effectiveness.

Benefits

Efficiency

Reduce the workload on human agents & increase efficiency.

Scalability

Address more customer queries without hiring more staff.

Consistency

Ensure consistency & uniformity in customer interactions.

Cost Savings

Reduce costs associated with customer support & service management.

Use cases

Scenario:  

A large organization with a distributed workforce wants to simplify the process of creating and managing distribution lists for internal communication.

Approach:  

  • Create a guided conversational flow to capture user inputs for creating or updating Distribution List or the appropriate SR catalog (Part of Summit’s ITSM app) and validate the received information.
  • Trigger the API call Automation engine or Summit’s Service Automation module (if purchased) to fulfill the request using the Call API functionality of Digital Agent. (Note: These automation skills are available as out of box functionality if Service Automation is purchased along with Digital Agent).

Scenario:  

An organization wants to streamline the process for employees to request IT equipment such as laptops and  peripherals.

Approach:  

  • Create a guided conversational flow to capture user inputs for requesting the laptop or the appropriate SR catalog (Part of Summit’s ITSM app).
  • validate the submitted input.
  • Integrate with Summit or third party ITAM app using Call API functionality to seamlessly track and provision the request needs.

Scenario:  

The HR department within an organization aims to enhance user experience by enabling employees to review their leave balance and submit leave requests through a digital agent.

Approach:  

  • Create guided conversation flows to fetch details on the leave balances, type of leave balances etc. 
  • Tailor the conversation flows to allow users to submit leave requests. 
  • Integrate with the organizations HRMS using Call API function to validate users input and access employees leave details and submit leave requests on user’s behalf.

Related resources