Self Service with Now Assist

[AshishArovR]

We are trying to adopt NowAssit to make our Service Desk Agents' life easier but we are struggling to implement  some use cases.

One of the major usecase is the NowAssist chatbot can enable the user to "self-service" or resolve their issue by themselves.

Currently, when users reach out to service desk agents with their issues, service desk agents do pre-defined checks and answer questions.

The problem is based on each question's answer the next question can be different.

Is there any way NowAssist can help with this self service task.

[Dr Atul G- LNG]

Hi @AshishArovR 

We are doing something similar for our client at this point in time. You need to understand that Now Assist can guide a user but can’t resolve the issue. The user can interact with VA through Now Assist, and Now Assist can suggest following KB articles, catalogs, or mainly raise an incident. You can do a POC on this and share feedback. But yes, Now Assist is powerful and saves a lot of time.

https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/now-assist-pla...

[PaulSylo]

Hi @AshishArovR 

I have my 2cents here.

I am sure, this can be achieved using Topic Flows within Virtual Agent Designer. Here is my thoughts, Create a topic flow in virtual agent designer, use script actions and implement conditional branching to the flow based on user's input and add questions. You can use conversational subflows and custom flows as well as per your needs. 

https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/now-assist-pla...

Additionally, you can use decision tables in your VA to give more flexibility to your solution 

https://www.youtube.com/watch?v=wOZs0Qew7t8

I will answer for questions, only i am sure on the outcome . so go ahead and try !