Ask Clessie 2.0 - Phone A Friend
Ask Clessie 2.0 is an
additional functionality on the top of Ask Clessie which enables the Managers/
Support agents to connect and chat directly with the technicians in near-real
time while they are performing a repair. They would be able to guide and help
the technicians.
This functionality enables the
Managers to initiate a chat with the technicians and technicians can respond to
those messages. In the current version, this doesn’t allow technicians to
initiate a chat with the support agent.
Whenever a technician is
working on a work order, Support agent will be able to see that a technician is
currently working on a work order. To initiate a chat with the technician, they
can follow below steps: -
1. Open the Session by clicking on the View button.
This
will open the specific session.
2. Click on the button ‘Joins the technician in a
direct 1:1 conversation’.
This will
open a new window for the conversation.
3. Click on the Connect to Conversation button.
The first
message shown will be explaining the contextual information regarding the work
order. The contextual information includes link to the work order, ESN involved
and the rule which triggered this session.
4. Now start the conversation. (For example: Say Hello
dear technician)
5. Technician will receive your message in near-real time
and will be able to reply back to you.
Support agents can also join
the chat through their phones, if required. To connect to their phone, they
must follow the below steps:
1. Type the command ‘help’ in the chat window.
This will show a QR code.
2. Open the code scanner in mobile phone and scan the QR code shown.
It will open a new window where you will
receive an authorization code which is a 6-digit code. For Example, the code
can be 217221.
3. Type ‘connect 217221’ in the Chat box in
the desktop. Then, you will receive message A new device has been linked to
this conversation.
4. You can check your mobile (other) device and Ask
Clessie has been linked with your device.
Technicians can also open the
application and connect through their phone. They must follow the following
steps:
1. Type help in the chat box.
It will show you 2 welcome messages. On the
2nd message, you will receive a link https://spa.cummins.com/askclessie/
2. Send the given link to the mobile (other) device
which you want to connect or you can also scan the QR Code from your mobile
(other) device.
3. Click on the link using the mobile (other)
device.
It will open a new window where you will
receive an authorization code which is a 6-digit code. For Example, the code
can be 217221.
4. Type ‘connect 217221’ in the Ask Clessie
Chat box in the desktop. Then, you will receive message A new device has
been linked to this conversation.
5. You can check your mobile (other) device and Ask
Clessie has been linked with your device.
6. Now you can just open the camera and click the
picture or take the video. You can also attach images/ videos already saved in
your phone/ device.
7. After uploading the image through another
device, you can check in your desktop that the Chatbot session inside Guidanz
Evolution has also been updated.
If the support agent or
technician does not send a message within 5 minutes, Ask Clessie will send a
reminder message to both support agent and the technician. The message will be
shown as follows:
If the agent or technician does not send any messages for the next more 5 minutes, the conversation will end automatically and all the conversations history will be present in the logs.
Support agents can see the
entire conversation history/ conversation logs for each session. To see the conversation
logs, please follow the following steps:
1. Open the session by clicking view button.
2. Click on the logs button under the Completed Intervention
section.
It will open a full conversation history that happened with the agent and the technician.
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