Scenario:

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Users currently lack a streamlined process for reporting lost access cards, prompting the need for a digital agent capable of guiding them through the reporting procedure efficiently.

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Approach:

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• Create a guided conversation flow for users to report a lost access card.
• Use decision trees to capture and prompt user inputs for efficient reporting.
• Integrate with ITSM or third-party security systems using Call API for precise incident logging and triggering subsequent actions by the relevant facility staff.
  (Note: This step is automatically covered, in Digital Agent integrated with Summit ITSM)

Scenario:

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Users face issues with software installations due to a lack of an efficient step-by-step troubleshooting process in the current digital agent. There is a need for an improved system to guide users with relevant knowledge articles.

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Approach:

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• Design a concise conversation flow in the digital agent for step-by-step troubleshooting in software installations.
• Guide users step-by-step with decision trees, offering relevant knowledge articles.
• If the issue persists, enable users to log an incident (utilizing Call API with your ITSM system) for expert resolution within a specified timeframe.

Scenario:

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A healthcare provider seeks to develop a virtual healthcare assistant for patients, offering comprehensive medical support and appointment scheduling.

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Approach:

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• Establish a digital agent conversation flow to detect complex conversations based on specific categories or patterns.
• If complex, offer solutions from the knowledge repository (via Summit ITSM integration) or refer to the Known Error Database for self-service.
• If unresolved, connect to human assistance (Live Agent) for further analysis.