Triggering Agentic Workflow for Virtual Agent conversation

[PraveenkumaM]

Hello all,

The AI Agents are triggered for Virtual Agent conversations, I think, based on the description of the AI Agents. However, it looks like we can not use Agentic workflows for VA conversations. While there is a trigger option available in Agentic workflow, I could not find a way to trigger the Agentic Workflow for Virtual Agent conversations. Maybe, it is designed this way for some reason. Please let me know if anyone has tried this, your comments/thoughts. Thanks in advance.

Regards,

Praveen

[stevenatwork]

A conversation topic becomes valuable when it enables interactive input options that aren't inherently available in the Now Assist Chat panel within Next Experience—such as yes/no selection buttons or file upload capabilities. Integrating these inputs with an AI Agent is achievable by incorporating tools, either through catalog items or conversational topics.

While AI Agents can handle many tasks autonomously, the Agentic Workflow plays a crucial role in structuring AI-driven processes within Virtual Agent. Even if the AI Agent manages all interactions, the workflow ensures proper execution, system integrations, and response logic. At its core, it acts as a trigger and reasoning mechanism, defining how the AI interacts with different requests while maintaining efficiency.

[ersureshbe]

Hello Praveen,

The Agentic AI will be implemented via Now Assist. When you incorporate the Gen AI solution, the Normal Virtual Agent will transform into Now Assist. Your requester's input will be processed through Now Assist. The workflow will operate according to the definition of Agentic AI based on the input provided. Ultimately, the results will be published in Now Assist.

[anubhavkapoor76]

@PraveenkumaM - Let me ask you "is your AI agent triggering when you initiate relevant conversation in VA"?

[ersureshbe]

Hi Praveen,

Here, you go.

[Sandhya Bellann]

This is an expected behavior. 

Why can I only deploy Agentic Workflows in NAP and Agents in NAVA (Now Assist Virtual Agent)? Why not the same and both?!

• NAVA is fully agentic. There is an encompassing Agentic Workflow that all deployed (chat discovery) agents are attached. This discovery is in Front of all legacy discovery patterns. That workflows has all the tools you expect in VA, such as smalltalk, live agent, AIS, KG, etc to find target agents in the channel and route accordingly in a mQNA type chat environment. This allows one agent to work on something and another agent to pick up the context and continue to solve. It also allows more efficient agent discovery. Eventually NAP will follow suit. Use cases will be brought into this realm accordingly. Eventually these will match.
• NAP is what we shipped in Jan/March with Agentic Workflows deployed. We held back deploying agents in May after the call to go fully agentic in VA, knowing this will area will change dramatically and reduce the issues/migrations/etc in existing NAP clients.