Hi Community,
We currently have two separate ServiceNow Virtual Agent chatbot experiences integrated with Microsoft Teams, one for IT and another for HR.
The requirement is to provide users with one unified bot in Microsoft Teams that can handle both IT and HR requests.
Both existing bots already have their respective Virtual Agent topics, configurations, and functionality implemented.
We are looking for guidance on the recommended ServiceNow architecture and best practice for consolidating these two chatbot experiences.
Also, how should topic visibility, user criteria, HR security, authentication, AI Search, and Teams integration be handled when combining the two experiences?
Our primary goal is to provide a seamless single-bot experience in Teams while minimizing redevelopment of the existing IT and HR functionality.
Any recommended architecture, best practices, or experience with a similar implementation would be greatly appreciated.
Thanks in advance.
