Conversational Support Automation
Professional work · Collaborative projectCognigy voice and chat flows for employee support.
Employee support needs clear answers, access to knowledge articles and a path to ticket creation or a live agent. Links and ticket numbers are easier to use in writing than when read aloud.
My contribution
How it worksDevelop Cognigy voice and chat flows for the ServiceNow integration and integrate knowledge retrieval through Azure AI Search. Implemented post-call emails for links, ticket numbers and other written details; troubleshoot LLM query extraction and search API requests.
How it works
Ongoing development of Cognigy voice and chat flows for a ServiceNow integration targeting ticket creation, live-agent transfers and other support scenarios. Knowledge retrieval uses Azure AI Search, backed by scheduled Databricks article indexing.
- User interactionRequests through voice or chat
- Conversation flowCognigy voice and chat flows
- Knowledge retrievalAzure AI Search with scheduled Databricks indexing
- ServiceNow integrationTarget ticket creation and live-agent transfers
- Post-call emailSend links, ticket numbers and details in writing
Engineering decisions
Conversation design
Develop voice and chat flows targeting ticket creation, live-agent transfers and other support scenarios through ServiceNow.
Written follow-up
Implemented post-call emails so links, ticket numbers and other details arrive in writing rather than being read aloud.
Knowledge retrieval
Integrate Azure AI Search with scheduled Databricks article indexing, troubleshooting LLM query extraction and search API requests.