Past Virtual Agent Academy list

[Victor Chen]

See here for past Virtual Agent Academies. You can also view the YouTube playlist. For the most recent Academies, visit this page.

2022

November 29, 2022	Enable real-time collaboration with Sidebar
November 15, 2022	Issue auto-resolution for HR on Virtual Agent and other channels
November 1, 2022	Get service faster with Virtual Agent and Walk-up Experience
October 18, 2022	Getting started with Virtual Agent on Tokyo release
October 4, 2022	Migrating from Connect Support to Agent Chat
September 20, 2022	Tokyo release spotlight - Dynamic translation for Virtual Agent

August 9, 2022	Using analytics to optimize Advanced Work Assignment
July 26, 2022	Using dispatcher topics for a great Virtual Agent experience
July 12, 2022	Manage and secure your IT and HR conversations​
June 28, 2022	Improve NLU model performance with new feedback and testing tools​
June 14, 2022	Get user feedback from your Virtual Agent and Agent Chat conversations
May 17, 2022	Routing work based on skills in Advanced Work Assignment (AWA)
May 3, 2022	Using AI Search and other search tools with Virtual Agent​
April 19, 2022	How to launch your Virtual Agent with different experiences
April 5, 2022	Send a Virtual Agent notification via Flow Designer for an expiring asset
March 22, 2022	Use geolocation in Virtual Agent to provide directions in Google Maps​
February 22, 2022	Enable rich media and video in Virtual Agent Guest speaker: Mark Roethof
February 8, 2022	Automatically translate your NLU model and VA topics
January 25, 2022	Increase agent chat efficiency with auto-pilot and quick actions​
January 11, 2022	Measure success and user journey with conversational analytics

2021

November 30, 2021	Improve your NLU performance with Model Optimization
November 16, 2021	Embed Virtual Agent in any website with Engagement Messenger
November 2, 2021	Optimize Virtual Agent topic creation with analytics
October 19, 2021	Improve agent routing to your users with pre-chat survey
October 5, 2021	Enhance your out-of-box Virtual Agent conversations
September 21, 2021	Proven principles to create successful chatbots - Conversation Design Institute
August 24, 2021	Shift-based assignment in AWA
August 10, 2021	Microsoft Teams powered by Virtual Agent
July 27, 2021	Add more flow to your Virtual Agent with IntegrationHub (Flow Designer/IntegrationHub integrations with VA)
July 13, 2021	Maintain your Virtual Agent health with advanced NLU tools (Batch testing, conflict review.)
June 29, 2021	Unlock Password Reset abilities with the Virtual Agent
June 15, 2021	Engaging users with Virtual Agent on traditional service channels (Incident auto-resolution)
June 1, 2021	Mine your data with AI for compelling Virtual Agent topics (Topic Recommendations)
May 4, 2021	Provide global support with Dynamic Translation for Agent Chat
April 20, 2021	Expand your NLU vocabulary for effective Virtual Agent conversations
April 6, 2021	Gain insights into your Virtual Agent with Conversational Analytics (Conversational analytics dashboard)
March 23, 2021	Augment your bot with ServiceNow workflows with the Virtual Agent API
March 9, 2021	Build VA notifications to enhance your workflows (VA actionable notifications)
February 23, 2021	NLU Quality Conversations in Quebec
February 9, 2021	Impress your users with an intelligent, personalized VA (Custom Greetings & Setup, promoted topics)
January 26, 2021	Improve your conversations with Microsoft Teams
January 12, 2021	Custom Slack Integration

2019-2020

December 1, 2020	Using Search to refine User Experience
November 17, 2020	Streamlining the Live Agent Routing Experience
November 3, 2020	Defining and building VA NLU topics
October 20, 2020	Multi-Language NLU
October 6, 2020	From Keywords To NLU
September 22, 2020	Getting Started with Entity Recognition
September 8, 2020	Advanced Branding
August 25, 2020	Localization
July 28, 2020	Virtual Agent Paris Release Preview
July 14, 2020	MedicalResponse4u Demo
June 30, 2020	Simple Widget branding and customization
June 16, 2020	Re-usable Topic Blocks
April 21, 2020	Work-from-Home Starter Pack
March 24, 2020	NLU Model Tuning
March 10, 2020	Setup Topics
Feb 25, 2020	Analytics and Reporting
Dec 3, 2019	Getting Started