Victor Chen
ServiceNow Employee
ServiceNow Employee

Improved conversational experience with Now Assist in Virtual Agent

With Xanadu Patch 3, Now Assist in VA now provides an intelligent response that is synthesized from multiple search sources. No more list or carousel of results. You may have also noticed that our chat window is now larger to show you more information.

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Multi-turn Q&A, intelligent topic switching, and small talk supported

Now Assist in VA's natural language is improved. You can ask follow-up questions, change questions and requests on the fly, and say "hello" and "goodbye" as you would with a live person. 

 

Redesigned Virtual Agent Designer

The Designer UI now closely aligns with Workflow Studio. Topic searching and filtering has been improved, and you can open multiple topics in tabs. You'll also notice out-of-box subflows and actions that have been made conversational (be sure to activate the skill in the admin console and in the Assistants setup page), so you can directly use them in Virtual Agent without having to embed them in a topic.

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Copilot integration with Now Assist in Virtual Agent

You can now integrate Now Assist in Virtual Agent with Microsoft Copilot 365! The integration lets users to get answers and take actions straight from Copilot. 

 

Prerequisites

  • Xanadu instance version
  • Now Assist
  • Virtual Agent
  • Conversational integration with Microsoft Teams store app
  • Microsoft 365 + Copilot license

See our documentation on how to install the integrationNote: As of August 1st, the Microsoft Copilot integration requires a self-configured bot. The bot name needs to be a single word, e.g., "NowAssist" or "Botty". Live Agent is also not supported yet, but will be in the future. More info here: https://www.servicenow.com/community/virtual-agent-nlu-articles/microsoft-copilot-integration-with-n...

 

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Slack integration with Now Assist in Virtual Agent

See documentation on how to integrate with Slack here. Download or update the Conversational integration with Slack store app to get started. 

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And more...

In the Xanadu release, you can also integrate with SMS and Whatsapp. The Now Assist in Virtual Agent setup page has been improved for easier integration configuration. 

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NLU to LLM topic migration has also been improved. We now show NLU utterances to compare with the generated topic description when reviewing migrated topics. We also show topics that are connected to notifications or proactive triggers, so they need to be updated when you migrate. NLU entities are also now supported. 

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Upgrade your instance to Xanadu to see for yourself the latest Now Assist in Virtual Agent innovations!

 

To see information on past Now Assist in VA releases, see here. Also, don't miss out on What's New with AI Search in Xanadu - find out here!

 

Quick start guide to Now Assist and Now Assist in VA in NowCreate: Updated for Xanadu - Now Assist for Core Platform - Implementation Workshop Presentation

 
 
Comments
AssaneT
Tera Contributor

I followed your topic for Copilot integration with Now Assist. But that's not work because Copilot can't see the plugin NowAssist in my teams. I need help if you have solution for this

Victor Chen
ServiceNow Employee
ServiceNow Employee

@AssaneT - make sure you enabled Message Extensions when generating the manifest file, and that the bot name is a single word.

StefanoZ
Mega Sage

@Victor Chen to get new VA Designer UI, should we also update plugins? We are now on Xanadu Patch 4 but cannot see the new UI

 

Found the answer:

 

 

Note: An updated Virtual Agent Designer user interface is available when you install Now Assist in Virtual Agent and turn on the Now Assist Topics skill. This content assumes that you have activated this skill and can see the list view. If this skill is not enabled, you will see the legacy UI and topics page. 
Version history
Last update:
‎11-25-2024 04:05 PM
Updated by:
Contributors