Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, One of the popular questions on the ServiceNow Community concerning Virtual Agent is on how to hide Virtual Agent topics from the Show me everything Topic Pi...
Migrating Virtual Agent with update sets The primary guidance for migrating VA topics between instances is to create a scoped app and to build your custom Virtual Agent topics in that scoped app. You can then publish the scoped app as an update set ...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field What is shared in this article, might not be best practice. Just sharing this to explore possibilities, find openings in ServiceNow, and have a mindset that your imagin...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Working on branding the UI color scheme for your Virtual Agent client? Which labels go where, and what effect do these have? It can be a puzzle Although wit...
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...
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...
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...
Please note that the current recommendations are to utilise AI Voice Agents to utilise phone as a channel. Overview ...
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...
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. ...
Steph Morillo
Lisa Latour
