Ahoy there folks! 👋
We're rolling out a handful of topic and service enhancements to our always-on, 24/7 Now® Virtual Agent Kodi.
As you can imagine, Kodi gets a lot of requests. For that reason, the team has mostly focused coverage thus far, meaning we strive to respond with meaningful information regardless of the question or request. We've added a handful of new Topics to help our you find the information you’re looking for without having to create a case.
These enhancements should save you time and effort in the future!
1. Known Errors or Steps to Reproduce
When our customers are preparing for an upgrade or a patch (or anything that will impact their production instance), lots of prep takes place and teams will spend time upgrading sup prod instances to spot any issues before the big day comes. Part of that prep work is reading up on Known errors that may impact your upgrade. When you find a known error, you'll want to reproduce the error in your sub-prod instance to see if you're impacted, and in order to do that you need to get access to the PRB which contains exactly how to reproduce the known error.
Now, you can ask Kodi about Steps to Reproduce. Engage with Kodi, provide a PRB number, or many and Kodi will look up active PRBs (over 10,000 at any given time) and you'll get those records in seconds. No more requesting Steps to Reproduce via creating a case!
Try it out and let us know what you think!
2. Database Footprint
This one is available within Service Catalog—but now, if you're already chatting with Kodi, you can ask about database Capacity on your specific instance. We've heard that customers like to use Kodi as a way to navigate the Now Support platform, so in the past we provided a link to the where Database Footprint was found. Now, we do both! You'll get data natively within Kodi, but also able to select "More Info" so a new tab in the Catalog will open with additional instance data is provided.
Again, try it out and let us know what you think!
3. Search the Community
Sometimes you're not logged into Now Community (although you should have linked your accounts by now, right?). Or perhaps you're interested community-generated answers, instead of our other self-help content. Good news: now, Kodi will specifically search the Now Community only.
This is one we've gotten a lot of requests for, and we were listening! Give it a try and let us know what you think.
4. Kodi responds to verbal abuse?
One of the most important aspects of Conversational Design is developing a common perception of capabilities and wants. You want to quickly demonstrate that your virtual agent is valuable and worth an investment of time and effort. You as the conversational designer want to convey the notion that problems can be solved within the Virtual Agent.
An easy way to develop that perception is to respond appropriately when users test the guard rails. Acknowledging the behavior is all that's needed to begin developing a common understanding of capabilities and to communicate through inference that thought and planning have gone into the virtual agent you're cursing at!
So if you feel like cursing, I won't think any less of you. Test it out next time you’re frustrated and need a sounding board!
So if you feel like cursing, I won't think any less of you. Test it out next time you're frustrated ????
Many more new enhancements coming soon!!
Thanks and enjoy!
