This article details a few best practices that can be adhered to for building sound NLU models. Starting your NLU Journey ServiceNow provides complete out-of-box NLU models for you to use with your Virtual Agent. When creating your own NLU model, her...
1. Install Virtual agent plugin (com.glide.cs.chatbot) 2. Navigate to Collaboration > Virtual Agent > Messaging Apps Integration. 3. Next to Microsoft Teams, click Install. 4.In the pop-up message for confirming redirection to Microsoft Teams to veri...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Regarding your Virtual Agent client's branding, there are many configurable options regarding the colors, icons, and fonts. These are well described on the ...
Why Employee Experience Virtual Agent governance is important Your organization may have started out with an IT Virtual Agent first to scale for supporting many repetitive IT issues such as software requests or VPN outages. But as your organization ...
Order a Service Catalog Item via Virtual Agent:- Currently we don't have the OOB Provision to order a catalog item directly through virtual agent. I have customized it for with the help of cart API and chat modules that we have. Below I showing firs...
A request was received to create a Virtual agent topic that only specific users could see based on User Criteria. This is the same user criteria used in the Knowledge base and Service Catalog to restrict items there. After building my Virtual Agent C...
Use Case:We recognize that OOB offers conversation topics within the virtual agent. Furthermore, I aim to develop conversation topics tailored to our business's ServiceNow instance. What methods can be employed to identify these within the business e...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, You've probably noticed, with New York Virtual Agent got several enhancements. One of them is the "Anything else topic" functionality. New functionality that...
I've worked with our Virtual Agent project for more than 6 years here at ServiceNow, and the Synthesized Answers features, combined with AI Search and Now Assist, is the biggest thing to happen to the Virtual Agent ever! Check out this video to see w...
Now Assist in Virtual Agent was released in Vancouver. As mentioned in this article: Now Assist in Virtual Agent - What's New, what's different, and what's coming!, there are several differences between this and the existing Virtual Agent. As you eva...
Today our Servicenow group was required to quickly create a "COVID Knowledge" Virtual Agent topic, and make it display on a portal page. This had to be done for a demo, and we could not tamper with the existing topic being used on our main Service Po...
Introduction:While working on a custom Virtual Agent topic, "AI Search - Fallback," designed to capture the user's last statement and trigger AI Search to fetch catalog items and knowledge articles, I encountered an issue where the Virtual Agent woul...
Hi There, A prevalent use case exists across various businesses, wherein each organization possesses distinct bot functionalities. ServiceNow offers a pre-built and reliable virtual agent along with bot capabilities. Some business teams prefer to u...
In the Washington Patch 3 release, we've built a new conversational analytics dashboard for NLU-based Virtual Agent. Unlike the previous dashboard built on Appsee, this new dashboard is built on PAR (Platform Analytics Reporting, previously Performan...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, If you are an admin or Virtual Agent admin, you can use variables to customize the behavior of Virtual Agent Topics. On the ServiceNow Docs only a few of the...
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 Check IT Ticket Status ITSM Conversat...
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 working on Virtual Agent, we were looking at implementin...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, When working with the Virtual Agent web client, there are several parameters that you can add to Service Portal Agent Chat Configuration and a (legacy) Servi...
Do you have a Natural Language Understanding (NLU) powered Virtual Agent (VA) and a desire or means to enter the Now Assist universe? As of Washington Patch 3, you can migrate your NLU- or keyword-based topics to a Large Language Model (LLM) assist...
Conversational integration with Microsoft Teams - Installation, FAQ, and troubleshooting (As of Vancouver GA) Table of contents 1. Installation 2. FAQ, Security FAQ 3. Troubleshooting 4. Copilot integration 1. Conversational integration with M...
Steph Morillo
Lisa Latour
