Conversational Interfaces Academy is now part of AI Academy in 2024!

[Victor Chen]

Breaking News!: Starting January 9th, 2024, the Conversational Interfaces Academy day and time slot will feature the AI Academy. The Virtual Agent and Now Assist will now be featured in the AI Academy. Agent Chat and Sidebar will be featured in other Platform Academies. Sign up here!: https://info.servicenow.com/LiveOnServiceNow-PlatformAcademies.html

Come join us for a new series of live sessions focused on managing Virtual Agent, NLU, Agent Chat, and Sidebar, with real-time configuration demos happening every other week. We'll have product experts on hand to demonstrate concepts, provide guidance, and answer your questions in a live setting.

 

Registration

Click here to register!  You'll need to do this just once!

 

Previous Event Recordings

You can check out all of our previously recorded sessions via this YouTube playlist, or click the links below to go directly to that session.

Date	Topic
2024	Same time, same place - new AI Academy!
December 12th, 2023	Different ways to connect with a Live agent
November 28th, 2023	Installing and configuring the Microsoft Teams integration in the Vancouver release
November 14th, 2023	Connect your WhatsApp requestors with your ServiceNow Live agents
October 31, 2023	Using the Generative AI Controller with Virtual Agent
October 17th, 2023	Migrating NLU models and VA topics
October 3rd, 2023	What's New in Vancouver for Virtual Agent (and Conversational Interfaces)
September 19, 2023	Connect your users to your agents through SMS​
September 5, 2023	No Academy (Holiday)
August 22, 2023	Adding custom intents to Issue Auto Resolution
August 8, 2023	ATF and Grouped Choice in Virtual Agent
July 25, 2023	Migrate from Connect Support to Agent Chat in Next Experience
July 11, 2023	How to get Live Agent support within Microsoft Teams
June 27, 2023	Improve the Virtual Agent fallback experience for better service
June 13, 2023	Use Vault for added layers of protection to Virtual Agent​
April 18, 2023	Increase Virtual Agent visibility with proactive triggers and message preview
April 4, 2023	Enable Sidebar users to collaborate with Microsoft Teams user
March 21, 2023	What's new in Utah for Conversational Interfaces
March 7, 2023	How to Voice-enable ServiceNow's Virtual Agent and realize the benefits
February 21, 2023	Assist and monitor your customer support agents
February 7, 2023	Improve conversational flows with human design principles
January 24, 2023	How to transfer a chat to another Agent or Queue
January 10, 2023	NLU tuning methods for an improved Virtual Agent
December 13, 2022	Low-code API integration with Virtual Agent and Flow Designer

For the complete list of past Academies, visit this page. 

[Victor Chen]

Hi all, Virtual Agent Academy is live today! - Getting started with Virtual Agent on Tokyo release

[Victor Chen]

The latest VA Academy has been uploaded to YouTube, see here . Our next Academy is on November 1st on the ITSM Walk-Up experience. 

[Victor Chen]

The latest VA Academy for Walk-up Experience has been uploaded to YouTube, see here. Our next Academy is on November 15th on Issue Auto-resolution for HR!

[Victor Chen]

The latest VA Academy for Issue auto-resolution for HR has been uploaded to YouTube, see here. Our next Academy is on November 29th on Sidebar! 

[Victor Chen]

The latest VA Academy on Sidebar has been uploaded to YouTube, see here. Our next Academy is on December 13th on NLU tuning, our last Academy of 2022!

[Victor Chen]

Change of topic for next Tuesday, again (sorry folks!). 

After some consideration of the risks and relative beta-ness of ChatGPT, there's been a decision to table this Academy for a later time. Instead, we will do a replay of a 2021 Academy of integrating an API with the Virtual Agent using the public weather.com app!

By now you've no doubt heard of ChatGPT - a powerful chatbot powered by GPT-3 that provides amazing (and amusing) results to user queries. So I'm sure the first question you had, or at least I did, was "can I put this into the ServiceNow Virtual Agent. Yes you can! We'll show you how and what it looks like in next Tuesday's Academy on December 13th. 

[Shakeel Shaik]

Thanks a lot for updating @Victor Chen 

[Hayden Reid]

Hi @Victor Chen , could you provide a link to the weather integration video you mentioned? I did see a low-code integration walk through regarding a Joke API call, but nothing to do with the weather.

Thank you

Hayden

[Victor Chen]

@Hayden Reid - here you go: https://www.youtube.com/watch?v=-SQ6uH65xOw&t=0s

[Cheryl Wickwire]

Hi @Victor Chen 

I tried to sign up for the Conversational Interfaces Academy via this link, but did not receive and email invite:  https://www.servicenow.com/community/virtual-agent-nlu/ct-p/virtual-agent-natural-language

I also asked a colleague to try as well with no luck.  Please advise where we can sign up for the sessions.

Thanks,

Cheryl

[Simon Hendery]

Hi @Cheryl Wickwire,

Use this link: https://info.servicenow.com/LiveOnServiceNow-PlatformAcademies.html 

[Victor Chen]

New Academy this morning presented by Samyuktha Reddy: Connect your WhatsApp requestors with your ServiceNow Live agents

[Aparnap1]

HI,can you tell me how can i build whats app integration with servicenow through twilio spoke.i have completed all the setup .need to know how to intiate the chat with end user how can i get the chat window just shown in this video

https://www.youtube.com/watch?v=e5O130MnJks

which video can i refer to set up virtual agent configuration.

[Mark Roethof]

@Victor Chen would it be an idea to have one very technical academy session? Specifically on the "Custom Control" utility.

It looks like a promising feature, though since its introduction in ?Paris? I have seen no one ever share anything on this. Also tried myself, though the Docs is not complete. It looks like in the 3+ years that this exists, no one worldwide has been able to do something with this 😥

It's time to change this 😁

[Niclas]

In Installing and configuring the Microsoft Teams integration in the Vancouver release you showed that you connected to the already existing Now Virtual Agent App that is in MS Teams.

However the Washington Documentation though proposes we download the "ServiceNow for MS Teams" from ServiceNow Manifest Generator and upload it to Teams, which generates a new App. Then the documentation indicates to block the "legacy" Now Virtual Agent App. This was the documentation I have seen in earlier releases as well. 

I assume uploading the custom manifest and blocking the old app, like it was also documented in the past, is still the recommended practice?

[denilofe]

Very Nice

[StefanoZ]

@Victor Chen There will be some new video related to Sidebar integration with Slack?