Modern teams need the ability to access and request information, directly from the contexts they work in. In an effort to work smarter and reduce app fatigue, Zoom and ServiceNow are pleased to announce the availability of the ServiceNow Virtual Agen...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, While working with the Virtual Agent designer, at some point you will be using the User Input "Reference Choice" or the User Input "Static Choice". User Inpu...
In the Tokyo release, you can brand your Slack conversational integration! You can find the official Tokyo documentation here. Prerequisites Instance on Tokyo release or laterAdmin roles for your instanceVirtual Agent plugin installed (com.glide.cs...
The FAQ below covers the “Optimize” feature released as part of NLU Workbench - Advanced feature V3.0.4 store app version and is available for the Rome family release. The product documentation for this feature is available here What is Optimize, ...
Take our Survey! Thank you for your interest in helping to improve ServiceNow products!We would like to get feedback on various ServiceNow solutions and features if you're involved in the strategy, implementation, or management of ServiceNow soluti...
Testing your Natural Language Understanding (NLU) model against a set of utterances is an integral part of ensuring your model is performing optimally. The platform allows 3 primary mechanisms for testing your model during different stages of your NL...
The following is a list of plugins and store apps for Conversational Interfaces, with plugins for Virtual Agent, Agent Chat, NLU, and AWA features. Related plugins (shipped by IT, HR, and CSM) are also listed. The list is divided between Standard and...
NLU Model Optimize was introduced in Rome release for English models as part of NLU Workbench - Advanced Features plugin to help further improve the performance of customer-created models. Model Optimize should be run after running batch tests and tu...
Step 5: Model Tuning . . . Before we jump into model tuning, you must have a solid understanding of how you want the Virtual Agent to respond to seemingly obscure utterances. What's a seemingly obscure utterance? Here's an example: "Please add more c...
This article applies to Quebec, Rome and San Diego instances. As part of the San Diego GA, we are releasing a new language “Portuguese” (pt), which will be available in the language dropdown when creating a NLU model for VA (see NLU language suppor...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Between the London release and Madrid release, ServiceNow enhanced the Virtual Agent designer with amongst others, the Data pill. A nice addition, like we al...
To set the user expectation about the Virtual Agent scope, the "Show Me Everything"-button displays all of the topics that Virtual Agent can do: Once a topic is published, you will be able to see the topic in the "Show Me Everything"-list. In some ...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, After working with Virtual Agent for a while, you might cross a point thinking "Can we technically smarten our Virtual Agent topics? Can we initiate or perfo...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, When working with the Virtual Agent client, there are several parameters that you can add to Service Portal Agent Chat Configuration and a (legacy) Service P...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Fancy the Virtual Agent, though not satisfied enough with how the conversations are starting? Maybe this can give you some food for thought! Currently, ...
Knowledge is coming to you! See below for a list of Virtual Agent and NLU related sessions coming to Knowledge, digital and live. It will be updated as the agenda is finalized. Most sessions will be recorded for future reference. All times are local...
In this article, I'll explain where you can find the users' utterances' to utilize them in improving the Virtual Agent experience. As the Virtual Agent admin, you'll want to review these utterances as they will serve as a barometer for the quality of...
We just discovered this today and thought an article will help others not experience the pain. We have integrated Virtual Agent with MS Teams, there were random times the users were not able to get to Live Chat and discovered the reason today. We ha...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Most frequent usage of the Virtual Agent Service Portal widget will be on the default "sp" Service Portal. Though what if you are also using other Service Po...
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...
Steph Morillo
Lisa Latour
