Enterprise IT - ITSM/ITAM

Conversational Flows

Design how the digital agent should converse.

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Conversational Flows

Overview

Organized sequence of interactions.

Craft sequences of interactions that the agent adheres to while engaging with users, with the help of nodes or stages, with each node representing a distinct juncture in the conversation.

Benefits

Consistency

Ensure that information & responses are consistent & accurate.

Scalability

Handle a large volume of user interactions without increasing manpower.

Personalization

Personalize interactions to offer tailored responses.

Engagement

Make interactions more interesting & informative.

Use cases

Scenario:  

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.

Approach:  

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

Scenario:  

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.

Approach:  

  • 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.
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Scenario:  

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

Approach:  

  • 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.

Related resources