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ersureshbe
Giga Sage
Giga Sage

Hi there,

 

The ServiceNow virtual agent Bot serves as a primary channel for engaging customers and enhancing their overall experience. It is essential to comprehend its functionality, the architecture diagram, the components involved, and how to identify the business-relevant topics within the ServiceNow landscape. A deeper exploration into the components of the Virtual Agent Bot is warranted.

 

Based on my understanding and experience, I have formulated the following equation:

a. Bot + Topics + Portal Mapping = Virtual Agent
b. Virtual Agent + Gen AI = Now Assist

ersureshbe_0-1730298100311.png

Before implementing these elements, it is important to familiarize oneself with the 'Conversational Interface' module. This module encompasses the Bot, UI modifications, Topic Designer, and other significant components.

ersureshbe_1-1730298383004.png

 

The subsequent four fundamental components are essential for comprehending and constructing the virtual agent framework within the ServiceNow environment.

 

1. Creating a New Bot:
ServiceNow enables the creation of multiple Bots tailored to specific business needs. To develop a new Bot, please follow these steps:
Home Page > Left Navigation Pane > Conversational Interface > Home > Brand Virtual Agent > Branding > New > Enter a name for the new Custom Bot and make any necessary cosmetic adjustments.

 

2. Configuring the Created Bot for the Portal:
To add your Bot to a portal, navigate to
Conversational Interface > Home > Add your Bot to a portal.

 

3. Topic Recommendation:
Identify the necessary topic from the current business data within the system.

Navigate to Home Page > Access the Left Navigation Page > Enter 'Topic Recommendation' > Select Advanced Settings > Proceed to Intent Discovery > Execute Analysis > Input the required information, including table name and field for analysis > Execute Analysis > Determine the most pertinent topic from the business data. Publish the topic in the Bot and access through defined portal.

 

4. Virtual Agent Topics:
Initiate interaction with the requester and display the predetermined questions. Gather the information from the requester that pertains to the issue. Either offer a workaround or identify the root cause utilizing the available tickets.

Conversational Interface > Home > Create Bot Conversations > Access VA Designer > Develop the topic and define its behaviour.

 

#servicenow #virtualagent #ConversationalInterface

 

Hope you like it. If any questions or remarks, let me know!

If this helped you in any way, I would appreciate it if you hit bookmark or mark it as helpful.

 

Regards,
Suresh.

Comments
neerajsinha
Tera Contributor

Nice Article on VA

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Last update:
‎10-30-2024 07:38 AM
Updated by:
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