Have you ever called a customer service number to get an answer to a question or make a request, only to be bounced from one agent to another like the ball in a pinball machine? It's just as bad on the other side. Routine IT, HR and customer service requests can bog down agents and impact your entire service operation.
In this installment of our NOWSupport best practices series, we look at the ServiceNow Virtual Agent chatbot solution, new in the London release, and give you resources to learn more.
What is Virtual Agent?
Virtual Agent is a versatile chatbot that can:
- Improve service via 24/7 automated support
- Reduce agent workload
- Scale business efficiency
- Switch to a live agent when needed
Virtual Agent can walk users through complex tasks, giving guidance along the way, and handing off to a live agent if the user needs a little extra attention. And it can give your system an engaging personality to enhance your users' experience.
What does the Virtual Agent look like in action?
See our video below for an overview of Virtual Agent, including demos of two different customer service interactions—one resolved entirely by Virtual Agent, and another that gets handed off to a live agent for final resolution.
You can also see a demo of the Virtual Agent Designer, which allows you to build and customize Virtual Agent interactions.
How do I get Virtual Agent?
Virtual Agent is provided with the following packages:
- ITSM Professional
- Customer Service Management Professional
- HR Service Delivery Professional
- HR Service Delivery Enterprise
Request the Virtual Agent plugin (com.glide.cs.chatbot) on HI for your non-production instance. The plugin must be activated by ServiceNow personnel.
Next, implement Virtual Agent, then develop and test your Virtual Agent conversations before deploying to a production instance. Virtual Agent comes with prebuilt bot conversations for each business area to help users with common self-service tasks. You can modify these topics, or build your own.
Spotlight on ITSM Virtual Agent
Listen in to our podcast hosted by the Multimedia team's own Steve Miller as he chats with Darius Koohmarey and Nathan Holm about Virtual Agent in the ITSM realm.
For more information:
Virtual Agent (product documentation)
Virtual Agent (ServiceNow website)
---
Behind the scenes here at ServiceNow, the Knowledge Management and Multimedia teams work closely with subject matter experts to disseminate critical information to our customers. We’ve found that certain topics come up frequently, in the form of best practices that can help you keep your ServiceNow instances running smoothly. This series targets those topics so that you and your organization can benefit from our collective expertise. If you have a best practices topic you’d like us to cover in this series, please let us know in the comments below. To access all of the blog posts in this series, see our NOWSupport best practices series list.
2 Comments
