Virtual agent flows

  • Release version: Washingtondc
  • Updated September 6, 2023
  • 2 minutes to read
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    Summary of Virtual Agent Flows in Supplier Collaboration Portal

    The Virtual Agent within the Supplier Collaboration Portal streamlines Accounts Payable Operations by allowing suppliers to check invoice statuses, create inquiry cases, and navigate predefined chatbot topics. This enhances self-service capabilities, enabling efficient resolution of common queries related to invoices and inquiries.

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    Key Features

    • Check Invoice Status: Suppliers can input an invoice number to view its status, with clickable links leading to detailed invoice case information.
    • Inquiry Status: Suppliers can check the status of inquiries by providing invoice numbers, and agents can create new inquiries as needed.
    • Create New Inquiry: Suppliers can initiate an inquiry case related to their invoices, selecting the inquiry type and adding comments as necessary.
    • Live Agent Support: Suppliers can bypass the virtual agent to directly engage with live Accounts Payable agents, facilitating immediate assistance.
    • Natural Language Understanding (NLU): Integrated NLU helps suppliers navigate topics and resolve queries effectively, enhancing user experience.
    • Pre-chat Survey: An optional survey directs suppliers to the appropriate support channel based on their responses, provided the relevant plugin is installed.

    Key Outcomes

    By utilizing the Virtual Agent, suppliers can efficiently manage invoice inquiries and cases, leading to quicker resolutions and improved operational efficiency. This system empowers suppliers with self-service options while ensuring support is readily available through live agents when necessary.

    Suppliers can check the invoice and inquiry statuses, create inquiry cases in the supplier portal using the chat channel. Suppliers can also use the virtual agent to view predefined chatbot topics.

    Suppliers can switch between a virtual agent and a live agent to address their issues. The customer service virtual agent topics (chatbot conversations) help suppliers complete common self-service tasks. The supplier initiates a conversation topic that consists of dialogs with the virtual agent chatbot to accomplish a goal.

    Natural Language understanding (NLU) is integrated with the virtual agent chatbot to help suppliers with invoice and inquiry-related queries. NLU also helps suppliers to analyze, understand, and navigate to the right topic.

    For more information, see and .

    Accounts Payable Operations Virtual agent flows

    Supplier can choose to view the following Virtual agent flows.

    Check invoice status

    The supplier provides an invoice number and the virtual agent displays the status of the invoice. The invoice status is a clickable link, which navigates suppliers to view invoice case details. For more details about the invoice, see Work with invoices.

    The chatbot prompts the supplier to perform the following.
    1. Add new comment-comment on the inquiry or invoice case that the supplier requested for
    2. Talk to a live agent- Accounts Payable Operations agent interacts with a supplier for an invoice or inquiry-related query
    3. Search for something else- Redirects suppliers to point 1
    4. All good thanks- Ends the chat

    Live Agent support

    Suppliers are routed directly to a live Accounts Payable Operations to initiate conversations and skip the virtual agent conversation greeting. Live agents can also create Interaction records and associate with an existing invoice case. For more information on interaction records, see Interaction management in Accounts Payable Operations. If an agent isn't available, the message No agent available is displayed to the user.

    Check inquiry status

    The supplier provides an invoice number and the virtual agent displays the status of the inquiry. The Accounts Payable Operations agent can create a new inquiry on the invoice.

    Create new inquiry

    The supplier can choose to create an inquiry case related to the invoice using the Create inquiry link. The Create inquiry link enables suppliers to choose the type of inquiry case. Suppliers use Add new comment to add comments related to the inquiry.

    For more information on creating inquiry case, see Submit Invoice Inquiry.

    Prechat Survey

    Pre-chat survey is available to supplier if the Accounts Payable admin installs the app-supplier-awaplugin into the system. Depending on the response received from the supplier, the chatbot directs the supplier to choose between Talk to Live Agent and Accounts Payable options. For more information on the options, see Configure the chat channel andAdvanced Work Assignment in Accounts Payable Operations.

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