Ask Clessie - User Help Guide
Introduction to Chatbot “Ask Clessie”
Cummins uses the Quick Serve repair process to ensure consistent, efficient, and effective repairs regardless of the channel. Repairs that go through a triage and diagnosis process like the one below are considered “Diagnostic Based Repairs”.
The main user interface for this process is a tool called Guidanz Evolution. Guidanz Evolution is responsible for automating the Quick Serve repair process and its variants.
The Chatbot “Ask Clessie” is intended to improve Cummins’ repair outcomes through the timely and targeted intervention of an intelligent agent in the execution of the Quick Serve repair process. Analyzing the context around a service event and quickly reacting to that context could result in better outcomes of the Quick Serve repair process.
The Ask Clessie
icon is present at the bottom right corner of the Guidanz Evolution screen.
Chat-based User Interface
Ask Clessie provides chat-based user interface for
all the Guidanz Users who work on a service order. This chat-based user interface
will give the technician an opportunity to communicate and respond to Ask Clessie
queries/ questions.
Ask Clessie Language Localization
Ask Clessie matches its language to the language selected in Guidanz Evolution.
If a Guidanz user selects Spanish language for Guidanz Evolution, they will see the intervention in the Spanish language.
Similarly, if a Guidanz user selects French (Canadian) language for Guidanz Evolution, they will see the intervention in the French (Canadian) language.
The Guidanz user will only see the static texts to get translated into the language selected. Questions or instructions given by Cummins team will be still shown in the language they were created in.
The Guidanz user can reply to the instructions in English, Spanish
or French. The response will be saved in the same language as they responded.
Introduction to Infant Care
Recently released engine platforms that are new (less than 6 - 12 months) to the market fall under Infant Care. Service orders which belong to Infant Care and require special attention need to be identified and attended as quickly as possible. For that purpose, the Rapid Awareness Team (RAT) Leads set rules for the Infant Care events and ask for additional data to repair the engine successfully.
Cummins has identified that summarizing the Infant care rules and analyzing the data collected for an Infant Care event is very important to identify and repair an Infant Care event successfully and efficiently.
Infant Care team members use another application called ‘Ask Clessie Management Interface’ to create triggers and set rules for Infant Care events.
Ask Clessie Commands
When a technician starts working on a work order and the context of the work order matches with some predefined criteria set by the Infant Care team, Ask Clessie sends a welcome message where it greets the technician. It also provides some commands which can be used by the technician.
help
help command can be used to see the welcome message again where the user will find all the commands.
my actions
my actions command can be used to see all the pending action
items/ tasks for a particular Guidanz user.
Ask Clessie Intervention Modes
Ask Clessie can intervene with the Guidanz users in 3 modes: - Message, Detour and Roadblock.
Message
When Ask Clessie interacts with a Guidanz user in the
intervention mode ‘Message’, the Guidanz user gets an alert message on the top
of the Guidanz Evolution screen which remains there for 2-3 seconds. The alert
count also goes up and the user can see those alert messages by clicking on the
Ask Clessie icon and with the Guidanz Evolution remaining accessible.
Detour
When Ask Clessie interacts
with a Guidanz user in the intervention mode ‘Detour’, the Guidanz user gets
the chatbot pop-up. The Chatbot opens if it is minimized. The message pop-up
has yellow border, and it will show the message to the user. Guidanz
Evolution remains accessible. The user
is advised to respond to the shown message or instruction and perform the
required tasks as given by the Ask Clessie.
Roadblock
When Ask Clessie interacts with a Guidanz user in the intervention mode ‘Roadblock’, the Guidanz user gets the chatbot pop-up. Ask Clessie opens if it is minimized. The message pop-up has red border, and it will show the message to the user. Guidanz Evolution will no longer be usable. It is advised for the user to respond to the shown message or instruction and perform the required tasks immediately. Options will also be provided to the user if he wants to skip the task.
To complete the task, please follow below steps: -
1.
Select
the option Answer.
3. Ask Clessie will save your response and the Guidanz Evolution will be unblocked.
If the user is unable to immediately fulfill the request, they can also bypass the instructions by clicking on the button Bypass. The user also needs to fill in the reason behind bypassing the instruction. Guidanz Evolution will then unblock and be usable.
To bypass the instructions, please follow below steps: -
1.
Select
the option Bypass.
2.
Write reason
for the explanation in the chat box and click enter.
3.
Ask
Clessie will save your response and the Guidanz Evolution will be unblocked.
Ask Clessie Chaining Intervention
Ask Clessie supports chaining interventions for Infant Care work orders. This means that the Guidanz user will get a chain of interventions one after the other in a subsequent order. The Guidanz user will get the second intervention only when the first intervention gets completed and fully satisfied. The Guidanz user may get following types of intervention through Ask Clessie -
Free Text Intervention
Ask Clessie sends Free Text Interventions where technicians
will be asked to submit their responses in free texts. For example, they will
be asked to describe the issue with the product.
Here, the technician needs to just type the answer in
the answer box and click enter.
After submitting the response, you will receive Chatbot
confirmation.
Show Text Intervention
Ask Clessie also sends Show Text Intervention where
it shows you some kind of message. It will be informative text for you. Ask Clessie
doesn’t expect a response from the Guidanz User for Show Test Intervention
type.
Multiple Choice Intervention
Ask Clessie also sends Multiple Choice Interventions where technicians will be asked to select one of multiple choices to continue.
To submit the response, click on the option which you
want to submit.
You can also specify the option in numbers and click enter.
After submitting the response, the Chatbot will send you the
confirmation.
Provide Attachment Intervention
Ask Clessie also sends Provide Attachment Intervention
where it will ask the technician to submit one or more attachments. These
attachments can be either images, videos or other documents (PDF, CSV, .eif
file). The size of the attachments cannot be more than 4 MB.
The size of the images (.jpg, .png, .bmp etc.) can be more than 4 MB.
However, videos (.mp4, .webm, .mkv etc.) and other documents (.pdf, .csv, .eif etc.) cannot be more than 4 MB.
To attach the attachments, click on Add Attachment button, it will open your computer so you can select the attachments.
If you complete the task partially, Ask Clessie will save
your partial response and will notify you that you have completed the task
partially and you need to complete the task fully. For Example, if Ask Clessie
asks you to submit 5 images and if you submit only 1 images in first pass. It
will remind you that you need to submit 4 more images.
Once you submit all the images and complete the task. Ask Clessie
will send you the confirmation that your response has been recorded and will
also send you the next upcoming intervention if there is any other remaining
intervention.
You can also add attachments using your phone or any other device by connecting your device with Ask Clessie Chat session.
To connect the other device, please follow below 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 Chat box.
Then, you will receive message A new device has been linked to this
conversation.
5. You can check your 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.
Ask Clessie Audit Trail
Ask Clessie captures and saves all the contextual
information and responses added by the Guidanz user for each intervention under
a particular work order/ Chatbot session.
To view the audit trail details for a work order, please follow below steps: -
1. Open Guidanz Evolution using your User ID and Password.
2.
Click on the Work Order for which you
want to see the Audit trail.
This will open the work order.
3.
Click on the Audit Trail tab.
It will open the Audit trail window where you will find Ask Clessie/Chatbot button.
4.
Click on the Ask Clessie/Chatbot button.
It will open a web page showing you all the details of the Chatbot session.
5.
It will open the login Page for Ask Clessie
Management Interface.
6. Select the proper login method and it will open a web page showing the Chatbot session for the work order.
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