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. ...
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...
Importing NLU Model CSV using platform Import sets: Suggested reading: Platform Import setsFirst, create an NLU model in CSV format for your import. Note that in this article, the model has four columns: Model, Intent, Utterance, and Language. Here i...
Some of you have requested examples of small talk topics for the Virtual Agent. That´s why I wanted to share some ideas about this concept. What is small talk? A small talk topic provides a response to a casual question that users might ask during a ...
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, A f...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, With the Utah release, several improvements were introduced on Virtual Agent. One of the improvements which hasn't gotten that much attention is a highly asked...
Step 2: Publishing Virtual Agent Conversations In the Activating the Virtual Agent and NLU Plugins article, you configured your ServiceNow instance to have Virtual Agent capabilities. All of the components have been installed that are needed to run V...
Channeling Virtual Agent Topics by Device and Platform This approach provides a foundation for granular control over VA topic availability based on user access points. You can adapt the script condition to target specific device types (mobile, Team...
In the Vancouver release, we’re introducing several innovations that we’re thrilled about. Here, we’ll share what’s coming for Virtual Agent and NLU. Virtual Agent ServiceNow's Virtual Agent brings a host of exciting features and enhancemen...
If you're looking to streamline communication and provide your organisation's users with features such as ticket status checks, issue/request submissions, and service desk chats via organisation's existing Slack bot, then this article is for you. He...
Hi All, I have explained How to configure the Custom Greeting Message in Virtual agent Servicenow, below is the link watch it . Thanks and Regards,Abdul Rahiman
Steph Morillo
LisaLatour
