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Problem Statement: Reimbursement request for bills is the most common and frequently used task inside the organizations. People often need to upload/provide the invoices to the concerned team for approval/processing in the specific application.

Opportunity: Capturing the critical information for approval from the invoice without asking the user to input the required fields. Submitting the processing request with the original invoice in the Service management tool with the bot.

Approach: Configure a skill in the Bot to reimburse the bill. The skill initially asks the user to upload the invoice. The attachment which is the uploaded invoice is now sent to OCR REST API to collect all the required information like invoice id, amount, dates, and all other relevant information. A confirmation request is sent to the user on the identified information from the invoice document. Upon approval from the user, the reimbursement request is sent with the invoice details and attachment of the invoice in the create service request.

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

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 Amount.

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.

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

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

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

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

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

    1. Define operation ‘Create Service Request.' Override the Integration and pass the value in the “InvoiceID”, ”Date”, “Amount” attributes to the operation.

Build a Skill

  1. On Skill Builder--> Create Skill tab, 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”

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

      1. If bill information displayed to the user is as expected, continue with the next steps.

      2. If bill information displayed to the user is improper, prompt the user that the details are incorrect and exit the skill.

    5. Add the Integration operation Create Service Request to send the values in the “InvoiceID”, ”Date”, “Amount” attributes to ISM.

    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 ticket @{local.ticketIdentifier} 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 Logs and execute the skill to view the runtime Skill execution logs.

Your action has now been created successfully, and Support Agents can execute the action on the Agent chat console.

Additional Resources

Visit the below Wiki Documentation for more information on:

  1. Creating an Attribute on Create Global Attributes

  2. Configure a 3rd party Web service integration on REST Integrations

  3. Creating and Managing Skills is at Create Skills

  4. Using local attribute in skills on Use Variables in Skills

  5. Publishing Skill on Build and Publish

  6. Understanding Conversation logs on Conversation History.

  7. Using Transformation Functions: Random is at Transformation Function Random

  8. Provide permissions to users or groups at Permission

  9. Defining Rulesets on Using Rule Sets

  10. Test your Skill on Test your Bot

  11. Debugging skill on Debug Skills

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