Integrate Azure Bot with Virtual Agent

jcduran
Tera Contributor

Hi, 

 We want to know if is possible to integrate the Virtual Agent with Azure Bot Service to use Azure Bot conversations into Virtual Agent interface . The reason for this is we already have several bots developed and we want to keep a single bot platform across the company avoiding develop same bots on several platforms.  Please advice. 

Best regards.

3 REPLIES 3

darius_koohmare
ServiceNow Employee
ServiceNow Employee

Hi JC,

I believe you are asking for a 'master bot' or 'bot of bot' style frameworks, where the ServiceNow virtual agent becomes the experience layer for Azure Bot Service brain in the back end.

We are formally building such a concept and feature into the product, currently planned ("safe harbor") for the Paris release.

Until then, something to consider is creating a virtual agent conversation 'talk to azure bot'. The conversations could have script blocks and recursive logic that takes the users input via a text input node, then sends it to the azurebot API, then prints the result via a html output. However, this can be dangerous for performance depending on the number of calls made, so i would advise waiting for the in-product solution.

dcb
Tera Contributor

Do you know if this capability made Paris/Quebec?

Victor Chen
ServiceNow Employee
ServiceNow Employee

Hi, unfortunately the Now bot currently can not serve as the 'primary' bot, so it can not serve conversations from Azure bot. More information can be found here: https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/concept/vir...