Configuring a form autofill

This demonstration shows how to configure a form autofill.

Consider the following scenario: A customer calls to provide a new address for their account. The expected outcome is that Messaging AI extracts the address entities such as street, city, state, ZIP Code, country, and then fills the corresponding fields in the Address change form.

To achieve this outcome, you need to map the entities commonly found in a customer address to the case properties in the Address change form.

To implement the business scenario, navigate to the Configuration tab of your Digital Messaging interface, and then select the Address change configuration.

Click the Entities extraction tab, and then map the address entities to the appropriate case properties.

Submit the changes.

Save the channel configuration.

Test the new case and learn how form autofill works with a live call by considering the following scenario:

A CSR logs in to the Interaction Portal to handle inquiries about account-related requests. A customer initiates a chat session with a live agent and states that she wants to update her home address.

The CSR receives an incoming call from a customer. The CSR accepts the call, and then asks for the name and email ID of the customer.

The customer enters her full name and email ID in the chat window.

The CSR performs a search using the customer's first name and finds the customer's account, and then the CSR asks her how he can help.

Mrs. Korkova types in the chat window, "I recently moved and would like to update my address."

The CSR sees that the Interaction Portal suggests the Address change case. He opens the case, which displays the address change form. The CSR asks for the address information. Mrs. Korkova provides her new address.

Messaging AI detects the address entities, and then adds them to the form. All entities are available to the CSR in the entity list.

You have reached the end of this demo. You have learned:

• How to configure a form autofill.