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.

Overview

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.

Challenges

High dependency on helpdesk team
Increased ticket volume
Longer resolution time
Manual effort by support team
Lack of self-service capability
Difficulty in accessing relevant documents
Inconsistent user experience
Repetitive operational tasks
Delayed access to information
Resource utilization on low-value activities

Key capabilities

Conversational query handling
Knowledge base search
Intelligent response generation
Document link sharing
Standard and custom process guidance support
Service request assistance
Error handling and fallback response
Status feedback
Self-service support enablement
Multi-channel accessibility
Centralized knowledge access
Reduced helpdesk dependency
Faster information retrieval
Scalable support model
Future integration readiness
Sending outcome / query results to email

How it works

Query intake and capture

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.

Query understanding and classification

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.

Knowledge base search

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.

Response generation and document sharing

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.

Notifications, status and audit logging

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.

Exception handling and helpdesk escalation

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.

Who benefits

System administrator
Finance manager
Accounts payable (AP) user
Accounts receivable (AR) user
Procurement/purchasing user
Supply chain manager
Sales order processing user
Production/manufacturing user
Master data management user
Project operations user
Business analyst
Approver/manager
End user/employee
IT support/AMS team
Executive/CXO users
Vendor/supplier (external user)
Customer service user

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

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