Virtual agent flows

  • Release version: Xanadu
  • Updated September 6, 2023
  • 2 minutes to read
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    Summary of Virtual agent flows

    The Virtual Agent flows enable suppliers to efficiently manage Accounts Payable Operations through a chatbot integrated in the supplier portal. Suppliers can check invoice and inquiry statuses, create inquiry cases, and navigate predefined chatbot topics. The system supports a seamless switch between virtual and live agents to address supplier queries, enhancing self-service capabilities and improving response times.

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    Key Features

    • Invoice Status Check: Suppliers provide an invoice number to receive the current invoice status, with clickable links to detailed invoice case information. They can add comments, contact a live agent, search other topics, or end the chat.
    • Inquiry Status Check: Suppliers can check the status of inquiries related to invoices and have the option to create new inquiry cases directly from the chatbot.
    • Create New Inquiry: Suppliers can initiate new inquiry cases related to invoices, selecting the inquiry type and adding comments as needed.
    • Live Agent Support: Suppliers can bypass the virtual agent greeting to connect directly with Accounts Payable live agents, who can create and associate interaction records with invoice cases. If no agent is available, an appropriate message is displayed.
    • Natural Language Understanding (NLU): Integrated NLU helps interpret supplier queries, guiding them to the correct virtual agent topics efficiently.
    • Pre-chat Survey: When enabled by installing the app-supplier-awa plugin, suppliers complete a survey that directs them to the appropriate support option, either live agent or self-service.
    • Chat Channel Configuration: The virtual agent chatbot is activated in the supplier portal by configuring the chat channel, allowing suppliers to perform Accounts Payable self-service tasks seamlessly.

    Key Outcomes

    • Suppliers gain immediate, automated access to invoice and inquiry statuses, reducing dependency on manual support.
    • Inquiry cases can be created and managed directly through the chatbot, streamlining issue resolution.
    • Natural Language Understanding improves the user experience by quickly directing suppliers to relevant topics.
    • Live agent escalation is available for complex queries, ensuring personalized support when needed.
    • The pre-chat survey optimizes routing, improving support efficiency based on supplier needs.
    • Overall, these virtual agent flows enhance supplier engagement and operational efficiency in Accounts Payable processes.

    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 Connect and Virtual Agent.

    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 and Advanced Work Assignment in Accounts Payable Operations.

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