Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, To provide the Virtual Agent with a "rate their experience" option, I've worked on a Chat Satisfaction topic. The idea coming from Surveys, etc. that we are ...
As part of our continuous improvement efforts, we are happy to inform you of an enhancement upgrade to the NLU inference service. This upgrade provides great benefits from applying additional deep learning technologies. This is an out-of-band enhance...
Hi Guys, In the last article we have modified the topic block to customize it. Now let us add it to the Topic already created. Step 1 : Navigate to Collaboration > Virtual Agent > Designer Step 2 : Search for the Topic you already created and open i...
Hi Guys, I'm here again with the another article on the future of ServiceNow 'Virtual Agent'. We had a requirement to display only the inputs provided by User along with the Incident Number and they wanted a little bit classic look. So again we made ...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field This Virtual Agent topic is considered legacy and is not shipped anymore on new instances. Hi there, While the out-of-the-box Order an Item ITSM Conversation for t...
Hi Guys, I'm Vishal. I'm working on Virtual Agent for a long time now. It is a great plugin and I want to share this knowledge and lessons I learnt during all this time to ease your work. I'll guide you through Virtual Agent Best Practices, Tips and ...
Importing NLU Model JSON using Platform Import Sets: Suggested Reading: Platform Import sets, Importing JSON files Model JSON can have different formats. For any JSON format, you can choose to import the whole JSON file as a single record...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, With the Orlando release, ServiceNow is introducing "reusable topic blocks" for Virtual Agent. Eureka! This would help to build topics smarter, faster, more ...
How can Virtual Agent support a remote workforce that has defined the new normal paradigm? Read on. Remote work isn’t brand-new. Prior to the coronavirus outbreak, a small percentage of employees worked remotely. Today, it’s everyone. Over the past f...
In order to maximize your Virtual Agent's ROI, it's critical to remove friction in the end-user experience to drive up the adoption and self-service. Here are three principles that will help you create an effective conversational experience. Set Expe...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field This Virtual Agent topic is considered legacy and is not shipped anymore on new instances. Hi there, Out-of-the-box the ServiceNow conversation plugins for Virtual...
Step 4: Extending the OOTB NLU Models As mentioned in the NLU for the Virtual Agent article, ServiceNow offers several out of the box (OOTB) conversations for ITSM, HRSD, and CSM that are designed to get you up and running with little effort. In th...
We will add videos as they are recorded, but be sure to check out the YouTube playlist of our Virtual Agent Office Hours sessions.
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, The New York release comes with a new "Setup Topics" structure for Virtual Agent. While promoting our changes to our test environment, we noticed the selecte...
Perhaps the most pivotal Virtual Agent question is the following: How do I ‘lift and shift’ my Virtual Agent topics now that NLU is available in New York release?In this article, we will provide recommended practices designed to help you migrate your...
Utterance A natural language example of user intent. For example, this could be a text string in an incident’s or case’s short description, a chat entry, or an email subject line. Utterances in the NLU model builder represent how a user would seek pr...
Welcome to the world of intelligent conversation and efficient service delivery! Enable your employees and customers to quickly receive the answers and resolution they need through an intelligent chat interface. Virtual Agent is a key part of an end-...
Step 3: Enabling NLU In Your Conversations At work, we deal with language constantly. Whether it's granting access to a server, requesting time off, or delivering a new monitor to someone. We're able to read each other's text, interpret it, and res...
Hi there, Virtual Agent is labeled as a Service Portal widget and the most common usage will also be on the Service Portal. Unfortunately, out-of-the-box not that many configuration options for the Virtual Agent appearance are provided. Luckily, ther...
Steph Morillo
Lisa Latour
