Automatically resolve common queries without any manual intervention.

Overview

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.

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.

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Scenario:

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

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Approach:

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  • 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).
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Scenario:

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

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Approach:

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  • 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.
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Scenario:

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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.

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Approach:

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  • 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.