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...
We love the extra features and functionalities that plugins provide, but we occasionally have to phase out support for some of them. This helps make sure we can bring you new and even more useful options. You are utilizing our Connect Support plu...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, With the Rome-release, the Virtual Agent Designer got enhanced with a "Video Output" Bot Response. Finally, as it replaces a Virtual Agent Topic Block which ...
Hi All, this was posted awhile back in the Customer Service Management forum but I was asked to post it here as well. Hope it's useful! Advanced Work Assignment (for CSM) White Paper Available on NowCreate! (v1) Summary: • Primary challenges resolved...
This article is to address scenarios where customers want to use keywords for some languages and NLU for other in VA. This might happen because of two reasons: ServiceNow doesn’t support certain languages yet that a customer wants or has limited su...
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, Out...
Hola Community, This is the second part of the branding of Virtual Agent where we are changing the background color of the icon. There are two ways to do it and I have discussed the advantages and disadvantages of both with a demo as well. This is in...
Bonjour Community, Often times we get requirement to change the icon on the Virtual Agent. Here is a step by step guide to replace the OOB Virtual Agent Icon and following the best practice as per ServiceNow as well. Please mark this article as helpf...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, A frequently asked question concerning Virtual Agent: Can we add our own Chat Menu items? Up to the Orlando-release: No, not possible. This is controlled wit...
Hola Community, Here is a short video on steps to activate the Virtual Agent Conversational Analytics Dashboard. Please mark this article as Helpful if it helped you. Cheers, Hardit Singh Connect with me on: YouTube LinkedIn
Hola Community, Here is another short video on How to calculate the Average Handle Duration of Chat of Agents or their Assignment Group. Please mark this article as Helpful if it helped you. Cheers, Hardit Singh Please connect with me on: YouTube Lin...
As of NLU's September 2021 service update and as detailed in KB0953693, customers can use below guidance when building an NLU Model: A model needs to have at least 2 intents with 5 utterances each The number of utterances per intent is at l...
// New Quebec code to train and publish model NLUStudioTrainer.trainModel(<nlu id>); NLUStudioPublisher.publishModel(<nlu id>); where <nlu id> is sys_id of NLU model present in system.
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, So ...
Welcome to the Virtual Agent & NLU Quick Start Guide If you are brand new to Virtual Agent (VA) and Natural Language Understanding (NLU), then this is the place for you! This guide will help you to get up to speed on activating and building your Virt...
Hi Community, ServiceNow ROME release is here and I have done my part in updating my personal instance and getting my hands dirty with my favorite Virtual Agent featureThis is what I learnt and found useful .. I would keep you all updated on all the ...
Every company that wants to use Natural Language Understanding (NLU) for Virtual Agent has different conversational needs. This stems from variations in how users converse about a topic in a specific context and organization. ServiceNow NLU allows cu...
Steph Morillo
LisaLatour
