Have you tried the new Now Assist in Virtual Agent enhanced chat in Employee Center?

[Ravi Kumar A]

Now Assist in Virtual Agent enhanced chat is a conversational support experience within a dynamic window. It also includes the ability to have multiple active conversations and superior search capabilities. You can access it by clicking the floating chat icon.

Enhanced portal chat experience:
When you search for something via the search bar on the EC home page, you are navigated to a new AI Search experience that

• Understands and respects user intent
• Presents the top results and next actions that best match the query across all sources: VA Topics, Catalog Items, and Q&A.
• Guides the requesters to ask follow-up questions and
• Completes requests in a GenAI-powered conversational experience.

As part of this experience, you also have access to a right-hand panel to open new chats, manage previous conversations, and also connect with live agents seamlessly.
 

Now Assist for Virtual Agent enhancement with a Dynamic Window:

We have also enhanced the experience of using Now Assist with Virtual Agent to align with enhancements made on the search experience. 

You can pin the chat to the side of the browser but you can still resize this window to fill half the browser, if required. 

It is observed that pinning chat windows may create responsiveness issues on the following screen resolutions and pixel range.

• For homepage, my tasks page, my favorites page, and my applications page: Range between 600px and 800px.
• For topic page: Below 1413px.

To fix this, ensure you avoid pinning the chat window and resizing on these screen resolutions.

Important: By default, pinning a chat window is enabled for Service Portal. For all other portals, an admin needs to create a system property to enable pinning a chat window. For more information, see Now Assist in Virtual Agent system properties.

Differences between standard chat and enhanced chat

Here's a quick summary of the differences:

For more information, see 

• Enhanced chat in Employee Center, 
• Enhanced chat
• Configuring Now Assist in Virtual Agent
• Using Now Assist in Virtual Agent

[tomashrobarik]

Would you mind to share more details how we can activate the new feature? Is Yokohama release needed? Which plugins and what versions do we need for it? 

[Rekha Aavula]

These features are available in Yokohama Patch 3 build and May store apps. The version details for NAVA store apps can be found on store app (link for CSM). @tomashrobarik. 

[Victor Chen]

Check out this article in our Virtual Agent forum for more info including configuration: https://www.servicenow.com/community/virtual-agent-nlu-articles/enhanced-chat-experiences-for-virtua... 

[shivani_verma]

Hi @Ravi Kumar A , @Victor Chen 

Please reply!!

We are on Xanadu Patch 9 and enabled an Enhanced Chat feature however few of the enhanced chat features are not working us:
  

1. Ask a follow up link in search results are not clickable for us

2. Chat pinning icon beside resize icon is completely missing for us

3. Citations are not working us - example whenever we are typing any conversational catalog item name in portal search, in the results the catalog item link which is retuning is directly opening the catalog item form and not showing the other option called "Show in chat". Please see the screenshot attached of the feature I am talking.

 Do you know if there's need to do any additional configurations to make these features work??
I have also updates all the now assist plugins as well but still these features doesn't seems to work.

Please help!

Thanks!