Web Chat

Digital Agent is a Conversational Agent used to assist end users through conversations. Digital Agent replicates and analyze human dialogue (written), allowing people to communicate with electronic devices as if they were speaking with a live agent. Digital Agent can recognize phrase structure and understand knowledge with technologies like artificial intelligence (AI) and natural language understanding (NLU).

End users can communicate with Digital Agent in conversational English to rapidly address their problems or submit requests via Web Chat. Digital Agent classifies user intent as a Service Request or an Incident using Natural Language Understanding (NLU), which is the foundation of the technology. Businesses can gain from Digital Agent because they improve performance, save expenses, and let them respond rapidly to a variety of end-user-related questions with less human involvement. The same idea is used in a conversational manner in Digital Agent for Web Chat.

User Persona: End User

Following are the business benefits of integrating Digital Agent with Web Chat:

Figure: Business benefits

Web Chat with Digital Agent

The Digital Agent is available as multiple-channel Web Chat support that can be invoked by clicking.

To start conversation with Digital Agent on Apex, perform the following steps:

1. Login to Apex platform.
2. Click to start conversation with Digital Agent.
    Figure: Digital Agent in Web Chat
3. Digital Agent prompts a welcome message and a question to what action you would like to take.
   Figure: Digital Agent welcome message

Refer Configure Digital Agent to know in detail about configuring Digital Agent in Apex.