10 Resources to Kick-Start Your Virtual Agent Implementation

[Simon Hendery]

To successfully implement Virtual Agent you need to begin with a comprehensive understanding of what you want to achieve and how you will get there.

ServiceNow offers a wide range of Virtual Agent planning resources but it’s not always easy to locate exactly what you need.

Below I’ve listed the ten best resources I’ve found, arranged in what I hope is a logical order – starting with material that provides a general overview of Virtual Agent, through to detailed deployment guides.

ServiceNow’s Virtual Agent product page

A good place to start. This page includes an overview of Virtual Agent’s features, links to some of the resources listed below and case studies showcasing some customer deployments.

Virtual Agent data sheet

A 2-page PDF. A brief overview of Virtual Agent’s capabilities.

Deliver better service for less with ServiceNow Virtual Agent

A 10-page PDF. A more detailed overview of the features and capabilities.

5 things you should look for in your ITSM chatbot

A blog post focused on (as the title indicates) the benefits of deploying Virtual Agent as a tool for IT Service Management.

Deliver smart, responsive IT services in an always changing world

A 16-page PDF white paper that looks at using Virtual Agent, along with ServiceNow’s Predictive Intelligence and Performance Analytics tools, to enhance business outcomes within the ITSM Pro solution.

The 7 habits of a highly effective chatbot

A 14-page white paper that sets out seven basic but important aspects of a successful Virtual Agent deployment. A highly recommended read – very informative yet easy to digest.

Virtual Agent and NLU quick start guide

A comprehensive post on the ServiceNow Community offering a step-by-step guide to deploying Virtual Agent. It includes plenty of links to supporting material and is well worth bookmarking.

Prepare to pilot and scale Virtual Agent

An 8-page PDF providing and understanding of what’s required to undertake a Virtual Agent deployment. A useful read to set the scene before getting underway.

Virtual Agent implementation readiness checklist

From this ServiceNow Community post you can download a 16-page PDF setting out a comprehensive implementation process to follow, covering aspects such as project risk assessment, ensuring you have the appropriate staff resources for the project, and the organizational change management factors you’ll need to consider.

Virtual Agent development guide

An 81-page eBook packed with detailed content including nice sections on designing effective conversations and getting the most out of Virtual Agent’s natural language understanding capabilities. A vital resource to keep on hand.