How can we make Now Assist more conversational and interactive

[PRajasekhar]

How can we make Now Assist more conversational and interactive? For example, when I ask a question and it returns a knowledge article summary, it doesn’t follow up to ask if the answer was helpful. Ideally, if the user indicates the answer wasn’t helpful, Now Assist should either ask a more relevant follow-up question or continue the conversation until the user gets a satisfactory answer. If the issue remains unresolved, it should seamlessly escalate to a live agent channel based on the context of the conversation. Can this kind of conversational flow be implemented?

[Dr Atul G- LNG]

Hi @PRajasekhar 

Greetings!!

Interesting use case, and as a BPC, I’d like to share my thoughts. AI/Now Assist/Virtual Agent (VA) primarily serve as interfaces for users to interact with the system and get help.

The use case you mentioned is mostly dependent on configuration. These systems work based on what we define—whether it's AI Agent or Now Assist, they follow the logic and structure we've set up.

So, if you want to make the interaction more human-like—where the system can understand the user's issue and respond accordingly—you'll need to enhance the Now Assist or VA configuration, including topics, intents, and dialog flows.

For example, if a user says "I didn’t get what I needed," you can configure it to trigger a follow-up topic or troubleshooting block that digs deeper into the issue.

[Bhuvan]

@PRajasekhar 

See if below helps,

https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB1637971

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan