The Rome release of our Virtual Agent & Natural Language Understanding (NLU) is all about enhancing the end user and admin experiences. In this release, you can expect convenient localization tools, improved topic authoring features, and a plethora of end user quality of life enhancements.
We also highly encourage you to check out these Rome release Community posts by Simon Hendery and Hardit Singh who created an awesome blog and video respectively.
Virtual Agent Gets a UX Boost in Rome - Simon Hendery
Virtual Agent | Rome Release - Hardit Singh
Providing a richer conversational experience
We kick things off with the introduction of asynchronous chat, a feature which lets users engage agents at their convenience, freeing both parties from being tied to a conversation until completion. Upon either a user’s or agent’s return, unread messages received while away are highlighted ready to be continued or completed. This allows, for example, agents to be proactive and share meaningful information irrespective of whether a user is online.
Continue to refine your conversations with features that enrich a user’s experience and builds positive sentiment towards your Virtual Agent. With link unfurling you can easily create richer conversations with previews of text, images, and videos that are linked in your chat window.
Rome also supports a number of additional configurations to customize your Virtual Agent experience including, Contextual action for ending conversations, post-chat survey support, elevated guest user access, and more!
More powerful low/no-code authoring tools
Multi-language topic authoring
Author, translate, and test topics in multiple languages, now all within the Virtual Agent designer panel. Use the Localization Framework integration to manage all aspects of translating Virtual Agent topics via machine translation, a third-party localization provider, or both.
To continue enriching our omnichannel experiences, we’ve also improved authoring and management capabilities to better handle deployments of Virtual Agent across channels. Preview topics in Slack or Microsoft Teams during topic development in Virtual Agent Designer.
There are numerous other enhancements to Virtual Agent Designer including new topic blocks, chat components, and a number of updates to topic development with Natural Language Understanding.
Please see the full Virtual Agent release notes for more detail
Better insights to measure and improve
Conversational Analytics is a tool where admins can monitor and improve the performance of their conversations. The dashboards helps you refine topics and increase the percentage of issues resolved by Virtual Agent. In Rome we've added an additional layer with funnel analysis. This new analysis brings insights and optimizations of conversation paths to address why users may dropping off.
There have been additional updates to Conversational Analytics including:
- Saved views for: conversations and users
- New metrics for Incident Auto-Resolution
- Deflection Tracker
- Transcript Analysis
Every release our Virtual Agent teams strive to enhance experiences, provide better tools, and make it easier for teams across industries to embrace Virtual Agent. Many of these enhancements are driven by you! Thank you for all of your feedback and support in our Community and across our other channels. Please see the full Virtual Agent release notes for more detail or post any questions you may have below.
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Join us for the The Now Platform Rome event.
Mark your calendar for the Now at Work, Now Platform Rome release broadcast
Join us at Now at Work 2021 to learn more about what’s new in the Rome release. You won’t want to miss the Rome release highlights in a keynote session with Dave Wright, chief innovation officer as well as 20 sessions on demand, where we’ll highlight different ServiceNow® products, innovations, the Now Platform, and best practices for upgrading to the Rome release. Register today based on your region:
AMS: https://www.servicenow.com/ams/en/now-at-work.html
EMEA: https://www.servicenow.com/emea/en/now-at-work.html
AP: https://www.servicenow.com/apj/en/now-at-work.html
Japan: https://www.servicenow.com/apj/ja/now-at-work.html
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