Scenario:

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An IT department faces a high volume of common IT related queries from employees, such as password resets and software installation help.

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Approach:

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• Navigate to Q&A section of the Digital Agent workbench and add set of predefined questions and answers related to common IT issues.
• Digital Agent carries the further capability of automatically redirecting the conversation to knowledge record or to create incident or service request post QnA response.
• Enable rich responses by enhancing the answers with flow chart, images or video instructions.

Scenario:

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The HR department of a large organization aims to enhance its internal knowledge base by incorporating comprehensive information on HR policies, procedures, and employee benefits.

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Approach:

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• Leverage the Q&A module in Digital agent workbench to create a repository of HR policies, procedures, and employee benefits.
• Keep the repository (knowledge base) updated on a periodic basis with real time questions and their respective solutions.
• Utilize the Digital Agent as a self-service tool for instantly getting solutions to HR specific queries.

Scenario:

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The current digital agent in the organization struggles to naturally respond to same user queries in different forms, limiting its scalability and hindering natural conversation.

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Approach:

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• Use the Q&A Module in the Digital Agent workbench to manage questions and answers for common FAQs.
• Create alternative responses for queries to enable the Digital Agent to maintain a natural conversation for repeated queries in different iterations.
• Enhance user experience by using analytics to pinpoint areas needing improvement and prioritizing updates.