Building a Digital Agent That Does Not Frustrate Your Users

Your workforce, according to Workforce of the Future author Brigette Hyacinth, is your most important customers. They know your organisation best and are using company tools and systems. When they grow frustrated in using these tools and systems, their productivity will wane and the quality of their work will go down as well. This is the reason you need to provide your workforce with up-to-date, easy-to-use technologies that will keep them engaged and happy, not frustrated, disenchanted and wanting something better. One of the ways to accomplish this is by building a state-of-the-art digital agent.

A digital agent is crucial in an organisation as it is specifically designed to address employee needs in IT, like help desk-type servicing and process guidance and automation. But not all digital agents are created equal as some are complicated to use, while others are cumbersome and wholly inadequate in their capabilities. Either way, the result is a frustrated and likewise unproductive workforce.

The question now is: How can an organisation build a digital agent that does not frustrate its users?

First, an organisation must ensure that its digital agent utilises conversational Artificial Intelligence (AI), which is essentially a range of technologies that include Natural Language Processing (NLP), machine-learning (ML) and intelligent analysis. These working together allow a computer to “converse intelligently” with its users as if the latter is talking to a fellow user who is just as knowledgeable, if not more.

But AI is just a big part of the puzzle. Another equally big part of the digital agent puzzle is machine reasoning, which can be described as the next frontier after ML. Machine-Learning, obviously, is the technology that gives machines the capability to recognise patterns. Machine reasoning, meanwhile, is the technology that enables computers to connect these patterns with one another to ultimately make sense of them. In other words, it is machine reasoning that makes systems and digital agents truly “intelligent” and capable of higher-level functioning.

So, to put simply, a digital agent must be intelligent, which means it needs to utilise not only NLP, AI and ML, but also machine reasoning so it can better understand its users—or your workforce, in this case—and respond to them accordingly, whether by solving problems, automating tasks and many others.

Building this kind of digital agent seems overwhelming and expensive, especially if you do it from the ground up. You will need, among other specialists, a team of conversational architects, bot developers and quality assurance testers. Fortunately, that is not the only way to build a digital agent. A better, more cost-effective alternative is to deploy Symphony SummitAI’s CINDE instead. CINDE, stands for Conversational Interface and Decisioning Engine, is SummitAI’s flagship digital agent driven by conversational AI and machine reasoning and is designed to ensure an exceptional, hassle-free customer experience.

CINDE also utilises sophisticated NLP that enables it to respond to intelligent personalised messages and understand the issues that underpin a question, service request or incident. So, for instance, a user is faced with a critical issue and is unsure of how to solve it. They can simply “state” to CINDE in natural conversational language what the problem is using a variety of channels, including Slack, Microsoft Teams, Webchat and Jabber. CINDE will next analyse the users’ words to identify their intent. Then, it will either recognise and auto-resolve the issue (Auto-Resolve) or recognise the problem as informational and provide users accurate resolution information (Self-Service).

Additionally, CINDE can also do Live Agent Transfers, or in cases of failure, file correct incident tickets automatically. CINDE even routes the service request to the analyst best suited to address it based on three crucial determining factors: the analysts’ skillsets, prior history of similar incidents and current workload. After which, CINDE offers up relevant resolution information gleaned from Root Cases Analyses.

CINDE, in other words, is ideal for your organisation as it is an innovative solution for IT service management. It is an all-in-one, feature-packed digital agent powered by the latest technologies that automates relevant processes and makes life easier for its end-users—without at all frustrating them at any time.

And that is how you build a digital agent that will keep your workforce engaged and happy.

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