Virtual Agent & NLU

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Conversational Interfaces Academy is now part of AI Academy in 2024!
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Conversational Interfaces Academy is now part of AI Academy in 2024!

Victor Chen
Virtual Agent FAQs
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Virtual Agent FAQs

Virtual Agent FAQs As of the Vancouver release Table of contents: Getting star...

Victor Chen
Virtual Agent Integrations with Microsoft Teams, Slack
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Virtual Agent Integrations with Microsoft Teams, Slack

ServiceNow Virtual Agent...

Victor Chen

Getting Started

Virtual Agent Implementation Checklist

Quickstart Guide

Virtual Agent Full Deployment Guide

FAQ

Release Updates

7 habits for a highly effective chatbot

Virtual Agent implementation

Marrying your IT and HR Virtual Agents – how they can co-exist and still respect boundaries

Getting Started with the Virtual Agent API for bot-to-bot integration

How to use AI Search and other search tool in your Virtual Agent to quickly discover answers

Conversational IVR FAQs

Natural Language Understanding

NLU FAQ, best practices, and general troubleshooting

Guide to building good NLU models

Using Vocabulary and Vocabulary Sources

NLU Model Optimize FAQs

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Accelerating FSM with AI: Unpack...
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Accelerating FSM with AI: Unpack...

06/02/2025

Lolita Honkpo
Now Assist in Virtual Agent Feat...
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Now Assist in Virtual Agent Feat...

04/03/2025

Lolita Honkpo

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Featured Conversational Interfaces Academy is now part of AI Academy in 2024!

Breaking News!: Starting January 9th, 2024, the Conversational Interfaces Academy day and time slot will feature the AI Academy. The Virtual Agent and Now Assist will now be featured in the AI Academy. Agent Chat and Sidebar will be featured in ot...

Article
Advanced Work Assignment
Agent Chat
Sidebar
Virtual Agent

The experience is totally different in virtual agent in employee center and "test assistant"?

The experience is totally different between virtual agent in employee center and in virtual agent designer page's "test assistant"?

Question

We have 31 topics, however when I ask virtual agent "show all my options", it can only display 2

We have 31 topics in https://xxx.service-now.com/now/conversational-studio/home/all, however when I ask Virtual Agent "show all my options", it only display 2 topics. Why?

Question

AI Agent enabled on Virtual Agent not recognizing intents

Hi All,Currently I am working on a scenario where I have created an AI Agent in our ServiceNow Zurich instance and published it on the Virtual Agent. The agent is visible and active in the Virtual Agent, but it is not able to recognize or map the use...

Question

dynamic field on catalog item through Virtual Agent

I made a topic Titled : (i need monitor ) in VA which Fetches Catalog Item ( Monitor ) Now I want to set the description dynamically same as my prompt.

Question
Virtual Agent

Virtual agent "i need more help" fails and second time and ends conversation

Hi All, In Virtual agent, when we search some item , it gives proper result with an option to "Show more on [searched itemName]" Upon selection"Show more on [searched itemName]" it gives further results from catalog and KB articles and give one "I ...

Question
AI Search
Natural Language Understanding (NLU)
Virtual Agent

Classic VA Topic conversations - VA Now Assist: effort worth to setup new TA Topics

Hi all, I really hope someone can help me with the following. We are planning to make a big effort to create many Virtual Agent Topic conversation in the "Classic" version. I was wondering if this is the money / time worth as so far i understood, Vir...

Question

Expert Feedback Loop for VA - best practice for utterances that relate to articles but no topic?

I've recently started getting more familiar with the Expert Feedback Loop for VA but don't understand how to handle utterances that don't relate to an intent (or topic), but rather relates to an existing article. I've been slowly creating intents and...

Question
Natural Language Understanding (NLU)
Virtual Agent

Utterances are triggering incorrect topics

Hi all, Context: Utterances are triggering incorrect topics when end users interact with the virtual agent.Actions Taken:Submitted feedback via the NLU Workbench test panel, marking the utterance as not relevant to any model.Verified the feedback is ...

Question

Virtual Agent FAQs

Virtual Agent FAQs As of the Vancouver release Table of contents: Getting started with ServiceNow Virtual AgentVirtual Agent Designer and conversationsVirtual Agent Integrations For more information 1. Getting Started with ServiceNow Virtual Agen...

Article

how to send a meeting invite from ai agent?

I am building an use case using ai agent, one scenario is to send a meeting invite to the manager through ai agent. would be better if its team/webex/zoom.Can anyone guide me how to create an meeting link through ai agent and that link to employee ce...

Question

Asset Management Configuration Intune/Jamf/Enrollment/Apple Business Manager

Hi All, I would like to know if anyone has experience on setting up their Asset Management module. We currently have Intune and Jamf feeding computer data into ServiceNow (pc and user details), but I have now been advised from our internal teams that...

Question
Asset

Virtual agent

Can I change the name and logo of "Now virtual agent" which comes up in MS teams?If yes can you help me with this query.

Question

Restrict particular domain from registering into Community portal

Hello everyone, I recently developed a community portal for my client. Now, they are requesting the ability to block specific email domains (e.g., gmail.com, yahoo.in) from being used during registration. I have already informed them about the existi...

Question
Community
domain separation
Integrations

Coalesc script on Integration Hub Import

Hi All I have just set up the Intune Spoke and I am now using the capability of the Integration Hub Import to automatically pull data from Intune on a schedule. I need to create a Transform script to stop the same device being added every time the sc...

Question

Resolved! Custom AI Agent Not Discoverable in Virtual Agent Interface

Hello Everyone,We’re working on a requirement to build a custom AI Agent in ServiceNow that analyzes data from a Subflow and provides recommendations to users via the Virtual Agent.We've successfully developed and tested the AI Agent. However, after ...