Next Experience Academy - February 21, 2024 - Session #17: What's new in Washington for Experiences

MGOPW · ‎04-04-2024

Q&A from the session

Q. After they're (those academies) merged, which name will it be and which Calendar series will stay of those three?
A. Next Experience academy will most likely become “Experiences Academy” and the AI academy will stay the same. It’ll stay on the times that were on the right - Experiences academy will stay the same time and AI Academy will stay every other tuesday. The only one that’s changing/going away is the conversational academy itself.

Q. Is there a plan in the platform to remove the Legacy form views for tickets and replace them with the Configurable Workspaces and associated form views?
A. There is no current plan to deprecate Forms and Lists (aka. what we now call the “Classic Environment”)

Q. Is there a plan to have more than 10 tabs open in workspace experiences?
A. This is controlled by a property. It can be expanded past 10 but I would be very careful with it as allowing users to have more tabs open at scale could contribute to performance issues.

Q. Did the issue with UI Builder when you have very nested containers you are not able to see them in UI Builder
A. Not quite sure what you are referring to here - Let’s chat more in the slack channel about what you are experiencing.

Q. Is this 4x zoom initiated from the browser, or is there a way to initiate it from within ServiceNow?
A. It is initiated from the browser and the system will respond.

Q. will the contrast checker only be connected to theming. My thought is it could be useful to have within the knowledge module to support making accessible knowledge articles.
A. This specific contrast checker is only available in theme builder. We’ll bring back your feedback to the Knowledge PM for their awareness, thanks!

Q. Maria - you mentioned a Slack channel - what is the link?
A. sndevs.com - awesome community of over 14k devs/admins/platform owners, we have our own channel called #next-experience-uib-workspace where you can ask for help when it comes to workspaces, ui builder, and anything next experiences!

Q. Is the sidebar only used for agent conversations or can be used for virtual agent topics/discussions?
A. AS of now Sidebar is only for agent conversations to be initiated from the record (case, incident, interaction) it is not available for virtual agent

Q. Do you have to turn on the participant suggestions for the sidebar discussions?
A. Download from store, Go to sidebar settings and go to participant suggestions, click to activate, and then go to configuration settings.

Q. is participant suggestion plugin free?
A. If you already have workspaces, the plugin is free

Q. Thank you Brad. Totally understand the concern with more than 10 tabs. Is there ability to auto save/auto close the tabs which are not used for say x configurable time as a user preference. We have a high call environment both for HR and IT Service Desk, therefore agents tend to keep multiple tabs open trying to open new tabs will hit the limit quickly and not closing the previous tabs poses some challenge to them
A. There is not an auto-save or auto-close funtion with tabs. It would need to be managed by the agent.

Q. Confirming that the participant suggestions app works within workspaces only?
A. If you already have workspaces, the plugin is free

Q. Is AWA included with HRSD Pro or licensed separately?
A. AWA is standard feature. When you activate agent chat, it will activate AWA. Some features of AWA are pro, you’ll see which are licensed - for further questions ask your account team.

Q. Are the channels configurable and made available to only spepcific set of users?
A. Yes, you can define however you want and you can configure it so only some sets of groups can ask questions based on context, key words, etc. Watch the youtube playlist for advanced work assignment, it’s in the community youtube channel.

Q. Does the chat, answer word-by-word or is it a big blog response?
A. if it’s chat summarization, it just summarizes the entire conversations and come up with a summary.

Q. Regardind, Sidebar, agent needs to add people to the sidebar discussion. Is there a plan to automatically add on-call person for a support group based on the CI selected on Incident/Record from where the discussion is being initiated?
A. for sidebar users, they do need roles to have the access to be added to the sidebar participations. If you want these to automatically happen you can also do a customized query within the sidebar config and have those users added automatically. We have done an academy on sidebar and how to do a custom query available in the conversational interfaces academy playlist.

Q. Can you configure what data the chat summarization uses to build the summary?
A. I believe this is currently not configurable.

Q. is this chat summarisation and auto population of description available for case too?
A. There is a separate record summarization feature available for cases and and incidents.

Q. Is the chat summarization for AI is OOB or do we need to train the model first?
A. You do not need to train the model yourself.

Q. How to turn on the chat summarization on Vencouva on SOW
A. go to now assist home page, activate SOW plugin, then activate chat summarization selecting nowLLM. Check with your account exec to figure out the entire process.

Q. are there any other ways to identify between the end user and agent other than the colour of the banner. Its not useful for anyone with colour blindness if its only displayed using a colour
A. This was just done for demo purposes. We will look further in to this in the future to see how we can better differentiate in a live demo, thank you for your feedback.

Q. what is the best way to add Virtual agent chat to a workspace? The requirement is the users of the workspace to use it for predefined conversations
A. Conversational academies playlist link: https://www.youtube.com/playlist?list=PLkGSnjw5y2U79gjQuQW-2GBqzEccwFkWH check out our previous videos for more information

Q. Cost question, during your chat demo how many generative AI calls were made and what was the cost?
A. Please reach out to your account team for questions around costs.

Q. will chat summary work if the agent has two chats in different tabs at the same time. some of our users are slow to respond so our agents can have two or three chats at the same time. Can Now assist cope with that or will the AI merge records.
A. the chat & summary are unique to the individual tab/record.

Q. But there is a cost per "chat summary", correct?
A. Any time you interact with Now Assist, including summarizations, it consumes an “Assist” and you get a certain number of assists by default with Now Assist. FOr more info on that please reach out to your account team.

Q. does the summarization become slow when multiple agents are summarizing things at the same time?
A. Good question - as of now we have not seen any impact but if you experience anything, please report to support.

Q. With regard to sidebar, when a technician starts a sidebar conversation and invites a user or users to join, can those users join via MS Teams even if they have ServiceNow access?
A. yes that is available, we have sidebar with ms teams integration. the user in MS teams isn’t required to have SN login access, they can stay in ms teams and interact with agents in SN.

Q. I thought I heard in a previous session that agent workspace will be changing or deprecating, can you tell us more about the changes and what will replace it
A. Agent workspaces are being replaced with configurable workspaces. You can find more information on the Next Experience COE shared in the chat window.

Q. Regardind, Sidebar, agent needs to add people to the sidebar discussion. Is there a plan to automatically add on-call person for a support group based on the CI selected on Incident/Record from where the discussion is being initiated?
A. as of now we don’t have this planned but please raise this idea in the idea portal and the team will look at this according to feedback received by other users as well. as of now the control is given to agents to add parties instead of automatically adding parties in.

Q. sometimes a chat can start in one direction and then turn into something else if a user struggles to describe their issue. will the summary filter out parts of the conversation that went in the wrong direction or is it a pure summary of everything that was discussed
A. good question - as of now our model is trained based off of what’s been going on in the chat conversation. we’re keeping specific to the conversations in the chat, if there are two conversations happening it will summarize the two issues separately.

Q. does chat summarization support other languages apart from English ?
A. Right now it is English only

Senior Outbound Product Manager, Agent Experiences
Next Experience Center of Excellence: https://nxtxp.link/coe

Next Experience Academy - February 21, 2024 - Session #17: What's new in Washington for Experiences

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