As of June 2024 - Washington GA Patch 5 (To skip ahead and learn more about our Xanadu release, see this new post!) What's New and improved in the Washington release Now Assist in Virtual Agent provides a new low-code setup page that guides you th...
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...
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...
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...
The Virtual agent can be embedded in the third-party website. You can define an inline frame with HTML tag <iframe>. The <iframe> tag defines a rectangular region within the document in which the browser can display a separate document, including sc...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Performing some changes on a Virtual Agent Topic or Topic Block, accidentally applied some changes, or just for whatever reason having the need to revert the...
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...
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...
Steph Morillo
Lisa Latour
