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The following are the key steps in creating the ticket in ISM by a Support Agent for an end-user:a Skill for attachment support.

Define Attribute

1. Create an attribute Attachment to get the invoice/bill from the end-user on the channel.

   1. On Skill Builder--> Attribute tab, click on Create Attribute.

   2. Add attribute details with Name as Attachment and Data type as FILE.

   3. Set the prompt message to be displayed to the end-user, like “Please attach your bill here“

   4. Click Save.

2. Follow the above steps and create the below attributes:

   1. ‘InvoiceID’ to store the unique ID number in the bill.

   2. ‘Date’ to store the invoice date in the bill.

   3. ‘Amount’ to store the total billed amount in the invoice.

   4. ‘Confirmation’ to display the values of InvoiceID, Date, and Amountget confirmation from the user that the data received from OCR is correct. Set the prompt type to Quick Reply. Provide Yes and No as options.

Create an Integration

1. Define Integration to OCR with the “OCR REST API - OCR recognition” operation.

   1. On the tenant menu, click on Integration.

   2. Create an Application with the integration type as REST.

   3. Add an instance to the OCR environment.

   4. Configure the ‘OCR REST API - OCR recognition’ Operation. Pass Attachment attribute to the Operation

      1. Set the Global Header content type to multipart/form-data.

      2. In Outbound payload attachment mapping, set the external field to attribute Attachment.

   5. Fetch the invoice details received as a response from the web service.

      1. Assign the value obtained for Set invoice id to the ‘InvoiceID’ attribute.Assign the

      2. value obtained for the Set date to the ‘Date’ attribute.

      3. Assign the Set value obtained for of the amount to the ‘Amount’ attribute.

2. Follow the above steps and create the following integrations:

   1. Define the operation ‘Create Service Request.' Override the Integration and pass the value in the “InvoiceID”, ”Date”, “Amount” attributes to the operation. Fetch the ticket number received as a response from the web service and save it in a local attribute TicketNumber. You may also use the Operation created in the Analyst creating the ticket in ISM from Agent Chat Console and override it during Skill creation.

Build a Skill

1. On Skill Builder--> Create Skilltab, enter Skill details such as Skill Name, Category, Description, and KPI Metrics

2. Under Invocation type, add User Phrases such as ‘Reimburse my bill,’ ‘Refund my bill details’

3. Under Conversation flow,

   1. Add the attribute “Attachment” to upload the bill.

   2. Add the Integration operation OCR REST API - OCR recognition to get the Invoice Details associated with the attachment.

   3. Add “Confirmation” attribute and add the message to attribute message to display the values associated with attribute . For example, “The values are Invoice ID:123456 Date:11/12/2020 Amount: 500”to get confirmation from the user that the data received from the OCR integration is correct.

   4. Add a Ruleset to let get confirmation from the user decide if the obtained values are correct. Configure the following rules.

      If bill information displayed to the user is as expected

      that the data received from OCR is correct

      1. If confirmation from the user is Yes, continue with the next steps.

      2. If bill information displayed to confirmation from the user is improper, prompt the user that the details are incorrect and exit No, display a message There is an Error and Exit the skill.

   5. Add the Integration operation Create Service Request to send the values in the . If are using an existing operation, Override the operation to pass “InvoiceID”, ”Date”, “Amount” attributes to ISM and Attachment attributes to the Operation. Fetch the ticket number received as a response from the web service and save it in a local attribute TicketNumber.

   6. Add Information Message to display ticket submission confirmation message to the end-user. For example, “Creating a ticket in ISM with Invoice details is completed for the user”.Set the success message to be displayed on successful form submission. Use the local attribute TicketNumber to show the logged ticket number to theuser.For example; “Created “Created the ticket @{local.ticketIdentifier} with the TicketNumber in ISM for the submitted invoice“.

4. Click Save to finish building the skill.

5. The next step is to add permission to the skill. Click on Permission and the Users or Groups who should be able to execute the Skill.

6. Run Build and Publish to make the skill available in the Virtual Agent.

7. Once the skill is Published, Go to the Test Widget to test the skill. Click on Debug Logsand execute the skill to view the runtime Skill execution logs.

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