Virtual agent flows
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.
- Add new comment-comment on the inquiry or invoice case that the supplier requested for
- Talk to a live agent- Accounts Payable Operations agent interacts with a supplier for an invoice or inquiry-related query
- Search for something else- Redirects suppliers to point 1
- 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.