I have a question about Virtual Agent routing behavior with multiple language help desks. If a Polish end user is interacting with VA and attempts to connect to a live agent, but the Polish help desk is offline, will the system automatically route th...
Hi All We have a Situation where - We expect a Given Topic should not be Shown in VA but Its Showing. Example - User Wrote : Bitlocker Recovery ... VA showing Topic Named - Password Reset.. When Checked NLU Logs we see INTENT is there and also Entit...
The virtual agent NLU model is giving conflicts with other topics which are changing every time. Resolving has become problematic. The conflict with other topics is random for different users for the same utterance. Note : We have more than 1 model.T...
Hi all,I’m trying to build a ServiceNow AI Agent that can understand a user’s request in either natural language or NQL and directly return a list of matching sys_user records.The agent should be able to:Accept a user query like “show all active user...
Hi Team, we have integration ServiceNow virtual agent to other third-party but live agent accept request then chat box is closed then agent is unable to connect with customer.
When I try to send text message, it success, when i try to send text message with attachment, only text message show on the dialog. No file show on the dialog.The API we are using: https://www.servicenow.com/docs/bundle/zurich-api-reference/page/inte...
How does ServiceNow use thumb up and thumb down to improve the Virtual Agent response quality? How shall we track the thumb up and thumb down data and use them to improve the Virtual Agent response quality? Thanks.
In Virtual Agent, the conversational catalog item auto populated fields can't auto populate, even it pops up all the default/auto generated value in virtual agent already, and I have selected "yes, continue", but it still asked to me asked the user t...
The client has never used Virtual Agent in their instance before. They are now planning to start using it and have also purchased the Now Assist license. In this scenario, should I develop an NLP-based Virtual Agent or an LLM-based Virtual Agent? Cur...
I am trying to create a Custom Greetings & Setup. It is a new Chat Experience for our new portal. I want to configure Now Assist - Greeting topic as custom greeting. But I am unable to tag the topic. How should I tag LLM topics to chat experience?
How to make the topic appear above "Show me everything" in virtual agent?
Currenlty customer is using 60-70 catalog items , how to make sure that all catalog tem request an be raised through the VA ? What would the easiest way to do it ? Which ITSM pre-build topic I should use for it ?
Hello, I have configured the Dynamic translation in my test instance(for testing purpose), and it works fine with Microsoft Translation after configuring the Azure credentials.The problem I currently face is that: I have the translator button next to...
Hi everyone,I am facing an issue with the Voice Input for Now Assist in the Virtual Agent. I would like to know how I can integrate the same out-of-the-box (OOTB) Voice Input feature for Now Assist into the Virtual Agent. If possible, please suggest ...
Hi Friends,i am using walkup plugin of ServiceNow and i have integrated with ms-teams so that end user can connect with agent . the issue i am facing that user is able to see a agent name . I want to mask the agent name . How i can achieved this Tha...
