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.
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.
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 integration. Note: 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...
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.
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.
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.
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
