Virtual Agent-ITSM Pro

[paradise624]

I understand that all we need to use Virtual Agent is ITSM, however, what additional functionality does ITSM Pro provide for Virtual Agent? What additional things can I do with Virtual Agent if I had ITSM pro license vs ITSM?

[Rahul Kumar17]

Hi,

ITSM Pro provides several additional features and capabilities for Virtual Agent compared to ITSM, such as:

1. AI-powered conversation analysis: ITSM Pro includes AI-powered conversation analysis, which can analyze the sentiment of customer conversations and provide insights into customer satisfaction and agent performance. This can help organizations to identify areas for improvement in their customer service.

2. Agent Assist: ITSM Pro includes Agent Assist, which provides agents with real-time guidance and recommendations during customer conversations. This can help agents to resolve issues more quickly and effectively, and can also improve the overall customer experience.

3. Proactive outreach: ITSM Pro includes the ability to perform proactive outreach to customers, such as sending notifications about upcoming changes or events. This can help organizations to keep customers informed and engaged.

4. Multi-channel support: ITSM Pro supports a wider range of channels for customer conversations, including SMS, social media, and chat platforms. This can help organizations to reach customers where they are most comfortable, and can also help to reduce response times.

5. Customization: ITSM Pro provides more customization options for Virtual Agent, allowing organizations to tailor the experience to their specific needs and branding.

Overall, ITSM Pro provides a more powerful and flexible Virtual Agent experience, with advanced features and capabilities that can help organizations to deliver better customer service and improve customer satisfaction.

Thanks,

Rahul Kumar

[Amrit4]

https://www.servicenow.com/community/itsm-blog/benefits-value-of-itsm-pro-virtual-agent-itsm/ba-p/22... 

[Rahul Kumar17 · Accepted solution]

Hi,

Hi,

ITSM Pro provides additional functionality for Virtual Agent in ServiceNow in the following ways:

1. Intelligent Automation: ITSM Pro includes ServiceNow's Now Intelligence AI platform, which enables the creation of more advanced and intelligent Virtual Agent conversations. With Now Intelligence, Virtual Agents can understand natural language, learn from conversations, and suggest relevant knowledge articles to customers.

2. Multi-Channel Support: ITSM Pro enables Virtual Agents to support multiple channels, including web chat, SMS, and social media. This allows customers to interact with Virtual Agents through their preferred channel.

3. Predictive Intelligence: ITSM Pro includes predictive intelligence capabilities that allow Virtual Agents to make recommendations based on customer history and patterns. For example, a Virtual Agent can suggest a particular service request based on the customer's previous requests.

4. Integration with Change Management: ITSM Pro integrates Virtual Agent with Change Management, enabling Virtual Agents to create and track change requests.

5. Integration with Service Catalog: ITSM Pro integrates Virtual Agent with Service Catalog, allowing customers to use Virtual Agents to browse and order services from the catalog.

Overall, ITSM Pro provides more advanced capabilities for Virtual Agent, enabling organizations to create more intelligent and effective conversational experiences for their customers.

With an ITSM Pro license, you can leverage additional capabilities within Virtual Agent to enhance your IT service management processes. Here are some of the additional things you can do with Virtual Agent in ITSM Pro:

1. Create custom incident or request types: You can create custom incident or request types to better align with your ITSM processes and enable more intelligent automation through Virtual Agent.

2. Use natural language understanding (NLU): With NLU, Virtual Agent can better understand and interpret user requests, leading to more accurate and efficient automation of service requests.

3. Leverage machine learning: ITSM Pro offers advanced machine learning capabilities that can help improve Virtual Agent's understanding and decision-making abilities over time.

4. Access more third-party integrations: With ITSM Pro, you can access a wider range of third-party integrations, allowing you to integrate with more systems and data sources to provide better automation and support for your ITSM processes.

5. Enable guided tours: Guided tours are step-by-step walkthroughs that can be used to train users on how to complete specific tasks or workflows within your ITSM processes. With ITSM Pro, you can leverage guided tours within Virtual Agent to provide additional support and training to your users.

6. Utilize more pre-built content: ITSM Pro includes more pre-built content that can be used to jumpstart your Virtual Agent automation efforts, including more pre-built conversations and templates.

Thanks,

Rahul Kumar