Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, While working on the Virtual Agent, have you noticed that in some situations the labels for User Input "Static Choice" are not shown correctly. Analyzing wha...
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 ...
Problem Statement When users input a query into the Virtual Agent Chatbot that doesn't match any intent for configured topics, the fallback mechanism only displays a limited number of search results. Currently, only 3 results are shown from AI Search...
MS Teams branding is now available for the Conversational Integration! Thanks to Microsoft for delivering on the feature. Here is how to add your own name and icon to the Now Virtual Agent bot in Teams. Microsoft's official documentation: https://do...
This article talks about a workaround for creating multiple topic pickers that render a specific list of topics as required.This article also talks about removing/Hiding the topics from the main OOB topic picker so to avoid rendering duplicates in th...
Hi there, With the Orlando release, ServiceNow introduced reusable Topic Blocks for Virtual Agent. Reusable components, which you could compare with Subflows or Actions. A really nice feature that helps build Topics smarter, faster, more consistent a...
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...
Definitions for some of the metrics found in the Conversational Analytics Dashboard. Conversations (#) Number of conversations started by a user that went past the greeting (ran a topic/topic discovery). Conversations where a user sees the gre...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, When working with the vaSystem.switchTopic() variable within the Virtual Agent, you could dynamically switch to other topics. A great finding described in th...
This article talks about a specific use case of transferring a chat to a specific queue using context variables.This functionality can be achieved in several ways and this article demonstrates this by making use of VA-Designer.If VA-Designer(com.glid...
To enable the end conversation button in VA I encountered a challenge where I needed to redirect users to a specific topic, even when they didn't select it themselves. There are several methods to achieve this, some with their potential drawbacks...
Hola Community, This question has been now asked multiple times on Community. Here is a short video to explain how we can achieve it easily and quickly. Please mark this article Helpful if it helped you. Cheers, Hardit Singh Connect with me on: YouTu...
When needing to change the colour of the Virtual Agent widget myself for the first time, it proved difficult to find a fast and simple way to do this. Although there are a few methods of doing this posted online. This is the simplest method I could f...
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...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, The Virtual Agent User Input "Carousel" offers you to display one or multiple images. Unfortunately, if the maximum is touched (defined in System Property "g...
Your topic authors are probably curious which bot output nodes are used and interacted with the most. You can create your own custom event to track in the conversational analytics dashboard to visualize data such as this. This article shows how to cr...
Show topics in categories Virtual Agents traditionally present users with a comprehensive list of all available topics upon clicking the "Show Me Everything" button. This approach can be cumbersome for users navigating a vast selection of topics. W...
You may have already used a Virtual Agent implementation checklist as you're just starting out building your Virtual Agent. It contains important steps such as readying your Knowledge Base, Service Catalog, and creating a change management process. ...
Knowledge 22 may have come and gone, but recordings have now been posted at knowledge.servicenow.com. You need to register online to view them, it's free! What's New And What's Coming For The ServiceNow Virtual Agent And NLU Learn about the cutting...
Steph Morillo
Lisa Latour
