Have you had a chance to check out our Virtual Agent Advanced Topics Series? If you’ve already completed Virtual Agent Fundamentals, Implementation, and Natural Language Understanding Fundamentals, read on to learn more about 4 short courses that dive into more details on different advanced Virtual Agent Topics and teach you how to configure these complex functionalities.
Surveys – pre-chat surveys simplify the user experience through a process of reducing the number of available service options based on the user’s current needs. Post-chat surveys gather feedback based on the user's experience with both Virtual Agent and live agents. Watch this 4-minute video to discover the power of these surveys and learn how to configure them.
Keyword to NLU - When Virtual Agent was introduced, keywords were used to launch topics, but now with the development of Natural Language Understanding you can now use natural statements to launch topics. Watch this 4-minute video to learn how to migrate from keywords to NLU.
VA Analytics - ServiceNow has a dashboard, powered by Performance Analytics that provides lots of information necessary to understand how Virtual Agent is operating within your system. This quick 3-minute video explores the Virtual Agent Dashboard, identifies how data is stored and utilized by Performance Analytics and shows how to create reports.
Topic Recommendations - Quickly identify and implement relevant Virtual Agent conversations with Topic Recommendations. As the topic author responsible for implementing Virtual Agent, you want Virtual Agent to impact your organization by rolling out the conversations that address the most common use cases. Using machine learning techniques to analyze data such as incidents or service requests, Topic Recommendations suggests topics that can help automate workflows and deflect agent tasks.
