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.
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...
Hi,We have setup our Virtual Agent with Now Assist and currently using the OOTB Assistant. This is working well and the users are shown Genius Q&A results to their queries. We have a requirement to show the user an additional question to ask 'Did thi...
User types their issue.The VA runs a search against relevant Catalog Items and Knowledge Articles using the user's initial input.
for each response from now assist in VA user can able to give thumbs up & thumbs down feedback.but need to know where those feedback are getting stored and need to display those feedback in the dashboard.
Hello Experts, I have a ServiceNow VA-to-VA integration set up using Bot Interconnect. I have a local topic that sets the LiveAgent_language context variable and then transfers this chat to LiveAgent. The agent on the remote instance receives the cha...
We are trying to build a custom dynamic translation. Currently we are using IBM as our dynamic translator which is a OOB translator. We would like to understand how we could build a custom flow where we are going utilize a third party as a Dynamic Tr...
