Conversational Agent

Empowers users to resolve queries, access standard and custom process guidance, and raise service requests through self-service conversations – reducing helpdesk dependency and accelerating support outcomes.

Conversational Agent enables users to raise queries, service requests, and process-related clarifications through a conversational interface. It helps users access relevant information, process guidance, and document references without depending entirely on the helpdesk or support teams.

Designed for business users, support teams, administrators, managers, and external stakeholders needing faster access to standard/custom process guidance and service request support across finance, procurement, supply chain, sales, manufacturing, MDM, project operations, customer service, and IT/AMS.

The agent captures user requests and questions from conversational channels such as Microsoft Teams Bot. It receives the user query in natural language, identifies the request category, captures keywords and intent, and acknowledges the user request.

Benefit: Ensures quick and seamless query registration.

The AI Understanding Engine identifies user intent and entities, understands the process or service request, detects the relevant business function, and classifies the request type.

Benefit: Improves response accuracy through intelligent intent recognition.

The agent searches configured repositories for relevant information. Supported knowledge sources include SharePoint, OneDrive, and Dataverse.

Benefit: Provides quick access to the right documentation and process information.

The Conversational Response Engine provides a summarized answer, shares related document URLs or links, displays process guidance, and suggests next steps.

Benefit: Enables users to resolve issues quickly through self-service support.

The agent provides status updates through Teams, Audit Logger, and Outlook while maintaining traceability. It logs request and response details, shares progress updates, captures success or error feedback, and sends responses by email.

Benefit: Improves transparency, monitoring, and compliance tracking.

The agent handles cases where information is unavailable or response confidence is low. It detects no-result scenarios, identifies low-confidence responses, displays fallback or error messages, and suggests helpdesk ticket creation.

Benefit: Reduces turnaround time and improves user satisfaction through faster issue resolution.

Sales inquiry: Write to us: partnerupdates@sonata-software.com