Hey Community, Idle Chat Reminder & Auto‑Close Timing – ExplanationUse Case - Inactive chats should automatically time out so that conversations that have been abandoned are properly closed and do not remain open or active in the system. Hint - com....
Understanding Virtual Assistant Timeout Settings This guide explains managing timeout settings for your Virtual Assistant (VA) interactions. We'll focus on situations 1. Before connecting to live agent 2. After connecting to live agent 1. Befo...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, A frequently asked question concerning Virtual Agent: How to upload any type of file within a chat with the Virtual Agent. So far, this was limited to using ...
Hi there, The ServiceNow virtual agent Bot serves as a primary channel for engaging customers and enhancing their overall experience. It is essential to comprehend its functionality, the architecture diagram, the components involved, and how to ide...
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...
Would you like to introduce your Virtual Agent or Agent Chat to your customers?Are you looking for ways to increase case deflection using automation based on the content your users view?Would you like to improve your user satisfaction by engaging...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Working with Virtual Agent Proactive Triggers which ServiceNow introduced in the Utah release and on a multi-language instance? Then probably you have run in...
How to use AI Search and other search tools in your Virtual Agent to quickly discover answers Vancouver release Tired of getting the message, "I am sorry but I didn't understand your request"? Use ServiceNow's search tools to get better results an...
Do you like the Issue Auto-Resolution (IAR) feature for the Virtual Agent, but wish it could support more topics? Now it's possible! In the Utah release, custom intents for IAR enables customers to add intents beyond the ones that are supported ...
Use the Virtual Agent API to integrate the ServiceNow Virtual Agent into your existing bot ecosystem. The Virtual Agent can be used as a secondary bot to provide answers and content to your existing deployed bot, or as a Primary bot to bring in conve...
Virtual Agent FAQs As of the Vancouver release Table of contents: Getting started with ServiceNow Virtual AgentVirtual Agent Designer and conversationsVirtual Agent Integrations For more information 1. Getting Started with ServiceNow Virtual Agen...
NLU FAQ, best practices, and general troubleshooting Vancouver release 1. Frequently Asked Questions What’s the difference between using keywords and NLU to discover topics in Virtual Agent? Keywords searches for like terms between the user input ...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, With the Utah release ServiceNow introduced a new Store application called "Proactive Triggers". Reading the Docs, you might not instantly be able to imagin...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Using Agent Chat configuration, you might wonder how to change the presentation of the Virtual Agent Service Portal widget icon. I did show some possibilitie...
For the Vancouver release: we now provide new tools to separate your conversations between multiple portals for an improved user experience. See the documentation for setting "portal consumer contexts" here: https://docs.servicenow.com/bundle/vancouv...
Hi Community, Service Catalogs are the core functionality in ServiceNow platform. Likewise, Virtual Agent helps in promoting self-service. It is then a great combination that if we are able to order Catalog Items from Virtual Agent as users won't hav...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Working with the Virtual Agent web client, are you aware if you are using Service Portal Agent Chat configuration or a (legacy) Virtual Agent Service Portal ...
Breaking News!: Starting January 9th, 2024, the Conversational Interfaces Academy day and time slot will feature the AI Academy. The Virtual Agent and Now Assist will now be featured in the AI Academy. Agent Chat and Sidebar will be featured in ot...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, A few releases back using Agent Chat Configuration was introduced. Concerning Virtual Agent, Agent Chat configuration offers several good advantages (and get...
Description This article clarifies the purpose of vocabulary and vocabulary sources in the NLU Workbench and gives examples for when to use each of them. In general, vocabulary and vocabulary sources should be used to make sure NLU Service can unde...
Steph Morillo
LisaLatour
