Web Chat

The 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 agents can recognize phrase structure and understand knowledge with technologies like artificial intelligence (AI) and natural language understanding (NLU).

End users can communicate with the digital agent in conversational English to rapidly address their problems or submit requests via Web Chat. The 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. APEX platform displays validation messages based on the information entered into the text fields. The same idea is used in a conversational manner in Digital Agent for Web Chat.

User Persona: End User

Figure: Digital Agent - Web Chat

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 the  icon. On clicking the  icon, the JWT (JSON Web Token) is transferred from the platform of APEX platform to Workbench during user authentication in the Digital Agent. It creates a JWT (JSON Web Token) that comprises user and payload data such as claims, credentials for signing, expiration dates, and issuer. Each time a message is sent, the token is transmitted to the Digital Agent platform.

Once the user authentication is done. We can start our conversation using the Digital agent chat window which is displayed where the end users can type in their questions or intent. Digital Agent responds to the questions or the intent related to Incident Management and Service Request Management.

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

1. Login to APEX platform.
2. Click the icon 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