As of Washington GA: With the Virtual Agent, users can order catalog items within a conversation without opening a separate catalog window. This enables users to get the items they need faster whether they're on Portal or an integrated messaging ap...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field The Service Portal widget for Virtual Agent is a legacy product. Agent Chat configuration is the method to apply since the New York family release. Hi there, Not...
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...
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 ...
The ServiceNow Virtual Agent meets your users where they are, including on their mobile devices. Users can reach the Virtual Agent or Agent Chat via SMS via the Conversational SMS integration with Twilio. To enable this capability, ensure that y...
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...
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...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, A popular request on Virtual Agent is on changing the button icon. Often the Virtual Agent widget is cloned and edited to fulfill such a request. Though as y...
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....
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...
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 **NOTE** - NLU Virtual Agent has been announced f...
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...
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