Now Assist in Virtual Agent can still integrate with external bots?

[ashleyharvey]

I wanted to double check that using the "Virtual Agent Bot Integration API " to still route live agent chats to the appropriate channels still work for bots that are set up using the Now Assist in Virtual Agent?

Any experiences that others can share about lesson learns from implementing the framework of another primary bot using the Now Assist in Virtual Agent as a secondary bot?

[rpriyadarshy]

@ashleyharvey  i have not tested this on LLM Enabled SNVA. where Now Assist VA is Secondary Bot.

But you can quickly test basic Topic Trigger using POSTMAN. I do not see much documentation in GA world around LLM Enabled SNVA Bot Integration.

Just a thought - if Your Primary AI Bot is Outside of  Servicenow and other Platform then why you need SNVA Bots just asking. All Servicenow VA Topics can be configured on Primary Bot and you can expose ServiceNow Tools Using MCP Server or Custom MCP Server.

Regards

RP

[ashleyharvey]

That is a great question that I am wondering as well! We have live agent - with teams that manage the chat queues. My thought was we needed to use the Virtual Agent Bot Integration to handle this - do you think there are other ways?

To clarify, our primary bot would be a 3rd party bot, like something on the Microsoft platform.

[rpriyadarshy]

@ashleyharvey  I have one More Question here. 

Since Live Agent primarily are L1 people and must also be taking Voice Calls (Using Genesys or BT Voice Solution etc etc) . generally, these Voice Products also has Live Chat Option.

What is ur Voice Solution ?

Regards

RP