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 enhancements to streamline self-service and improve user experiences. One addition is the support for "Dialog Acts," allowing for more natural and dynamic conversations within the Virtual Agent. This feature empowers users to alter requests on the fly, confirm or negate changes, all with fewer loops through topics. With "Dialog Acts," Virtual Agent becomes more adaptive and responsive, enhancing interactions between users and the Virtual Agent.
Another update in Vancouver is the introduction of "Multiple Active Conversations," which enables users to engage in multiple concurrent conversations with the Virtual Agent. This feature allows for the separation of topics and data across various portals, with users participating in a different conversation for each portal. This enhancement offers greater flexibility and multitasking capabilities, making Virtual Agent a more versatile tool for addressing various needs simultaneously.
Furthermore, the release enables embedding Virtual Agent within Microsoft Teams extensions. This integration opens up new possibilities for accessing AI Search results directly within Microsoft Teams, facilitating seamless collaboration and information retrieval.
Generative AI has come to the Virtual Agent. Now Assist brings generative AI-powered Search to the Virtual Agent. Search results are now generated with improved contextual and natural language answers to user questions.
NLU Updates
The Vancouver release introduces several key improvements aimed at enhancing model prediction performance. A standout feature is "Irrelevance Detection," which helps fine-tune models by filtering out irrelevant information, ensuring more precise and contextually relevant outputs. The NLU Workbench home page is improved and offers tailored resources for various NLU features.
See the complete patch notes for Virtual Agent: Link
See the complete patch notes for NLU: Link
Start your upgrade process for the Vancouver release today!
Dialog Acts is configurable in the 'Properties' tab of a topic. NLU must be enabled and the topic tied to an intent for the toggles to appear.
