Enterprise IT - ITSM/ITAM

Question and Answer

Deliver prompt and precise answers.

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question and answer

Overview

Provide quick resolution and promotes user satisfaction.

Generate appropriate responses automatically and give it back to the user ensuring timely resolution of issues or queries. By aligning questions with the database, the system delivers prompt and precise answers, thereby enhancing the overall user experience, and optimizing time efficiency.

Benefits

Efficiency

Automates common queries, saving time and resources.

Consistency

Ensures uniform and accurate responses from the digital agent.

Cost Saving

Reduces the need for extensive human support.

Experience

Provides swift, precise responses, boosting user happiness.

Use cases

Two professional women, one Black and one Caucasian, intently reviewing data on a tablet in a modern office.

Scenario:  

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

Approach:  

  • 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:  

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.

Approach:  

  • 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.
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Scenario:  

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.

Approach:  

  • 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.

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