If we use Now Assist for Virtual Agent, then there is no need to build custom topics?
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02-16-2025 10:47 AM - edited 03-10-2025 03:43 AM
If we use Now Assist for Virtual Agent, then there is no need to build custom topics at all as Now Assist will handle all the topics automatically? Is that true?
If anyone has used Now Assist for VA, provide your inputs and experience on this.
Thanks in advance
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02-16-2025 10:52 AM
Hi @Suggy
We are in the very initial stage of VA now assisting our client. We are just using the conversational experience. As we have a road map further, so would like to follow this thread.
Check this post and comments.
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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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03-10-2025 02:26 AM
Anyone 🙂
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03-11-2025 01:34 AM
From Initial looks and watching some of the community presentations, it utilities a lot of knowledge base articles and existing catalog items to surface answers to users. Utilizing AI Search and Q and A Genius results.
If you have a comprehensive up to date knowledge base then you maybe able to get away with minimal custom topics. Really depends on your requirements. Now Assist also handles Conversational flows for Catalog Items so can turn your catalog items into a conversational flow, unlike NLU where it could provide the link or you would have the build the conversation flow manually.
AI Academy: Now Assist in Virtual Agent Xanadu enhancements
When to consider using Now Assist in Virtual Agent - ServiceNow Community
How to request catalog items in Now Assist in Virt... - ServiceNow Community
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04-04-2025 06:58 AM
Hello, my understanding so far is that Now Assist for Virtual Agent could reduce the need for custom topics if these topics are meant to help submitting a request; but I think we still need custom topics for more advanced operations.
