Does Virtual Agent do Automatic Learning?

[Manami Miyake]

Dear experts,

Now I am investigating Virtual Agent features.

I have understood most of how Virtual Agent works but still I'm not clear about its Analysis features.

What I'd like to ask you here is, do we have any functions like Virtual Agent will learn and improve by itself based on the knowledge and experiences?

Or just we need to analyze the conversation details between end-user and Virtual Agent and then create new templates (Virtual Agent Designer) completely manually?

We are expecting Virtual Agent could improve by itself without manual efforts like "AI" how we imagine.

Please advise/ provide related links...

Thank you. 

[Community Alums]

Hi @Manami Miyake ,

The answer is Yes !! VA does have many such capabilities.

Watch this Video: https://www.youtube.com/watch?v=VBoZC4QDhkU

Watch this video about the NLU capability :https://www.youtube.com/watch?v=grVnAuBYymI

Finally,

This article should give you with everything you need :https://community.servicenow.com/community?id=community_article&sys_id=37d0f6c9dbd35c906621d9d968961...

Now you are all set !!

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Manami Miyake]

Thank you so much for your quick response, Sandeep.

I've checked URL that you provided me.

However actually they seem totally manually.

Like, I need to build some Design or Models and Test & Train them by myself. Even taking the analysis result, I need to execute it with more than 10,000 incidents of course with manually.

According to the articles and YouTube videos, as I though, they are not automatic but just manually...

If I could not comprehend the explanation correctly, I'm afraid but I need some more your help.

Thank you for your support!

[Lynda1]

Addressing this part of the question:

"We are expecting Virtual Agent could improve by itself without manual efforts like "AI" how we imagine."

We had an AI chatbot with another vendor and the AI portion was not really that smart. We started using the ServiceNow Virtual Agent and the AI is much smarter. I am noticing users enter a complete paragraph in the chatbot and since I have a portion of what the user typed in an Intent, the appropriate Topic runs. The "AI" becomes smarter as users use it.  However! someone needs to feed the chatbot with new content as new issues arise or as new processes or answers arise.

Example, pretend you are part of a baking company and have nothing about baking a cake in the chatbot. Several people are asking the chatbot "How to bake a cake", the chatbot does not know how to answer that question until someone enters that answer into the Chatbot. Someone needs to perform analysis to see that people are asking that question. In other words an Artificial Intelligent chatbot is only as good as the information entered into the chatbot.

I use the Virtual Agent Analytics to see how the chatbot is doing. I created reports that tell me what the chatbot is missing and I add new Topics based on the reports. Sometimes I literally read the chats (I guess I am crazy) to find items that users are asking and the chatbot does not know. Sometimes I find improvements needed within a Topic flow, sometimes I find phrases that I need to add to an intent.

As exploring AI chatbots, keep in mind they do take work and they do not automatically add a topic based on analytics. Unless you are using Intent Discovery and Topic recommendations. I will be exploring those two features in the coming months. However, it will still require someone managing the Virtual Agent to ensure it is healthy and helping the people.

[Manami Miyake]

Thank you for your great answer based on your experience, Lynda.

Yes, actually I understood we need to manage Virtual Agent to improve itself, but just search for its possibilities.

While you are investigating Chat details, what table/function are you using for?

I was trying to analyze with [sys_cs_conversation] and  [sys_cs_message] but I could not find these tables in report function...

Could you please tell me how do you analyze chat details?

Waiting for your update.

Manami