VIrtual agent Implementation - Prerequisites

[PaulSylo]

Hello All,

I have a question, what are the factors or maturity levels I need to consider before implementing a successful Virtual agent ? ex: having clean Catalogs and knowledge articles? any pointers or any information regd this will be highly appreciated.

[Chandra18]

Hi @PaulSylo 

Recommended prerequisites

• Welcome to ServiceNow
• ServiceNow Fundamentals
• ServiceNow Platform Implementation
  
  For more information visit on : Virtual Agent Implementation - Now Learning (servicenow.com)
  
  Thank You!
  Chandra

[PaulSylo]

Thanks, @Chandra18  for taking the time to reply.

but I am looking for a platform Maturity level in terms of Data maturity to implement a Virtual agent across the enterprise level. 

[Sumanth16]

Hi @PaulSylo ,

Please refer below thread:

https://www.servicenow.com/community/virtual-agent-nlu-articles/virtual-agent-implementation-checkli...

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[Sohail Khilji · Accepted solution]

Hi @PaulSylo ,

So this depends on the area were your trying to create a VA matruity at. Lets say you want to reduce the no.of incident count. Lets say if the client has 10k inc in last 6 month (this must be enough to create incident based topic to reduce inc count).

For low matrue enviorments VA  can be used as a platform to request and fullfill needs such as create incident, request, catalog , KB suggestion.

Inshort you can start VA with any maturity level i guess and slowly you can groom the VA Topics and instance/env maturity gradually...

Based on growing maturity below can also be considered :

1. You can lookup Incident created in last 6mon or 1year based on category or CI type and create VA topics accordingly (Basically to reduce inc count).

2. You can use the point 1 logic for all other types such as case, intractions, changes etc..

3. You can use it for Catalog automation order palcement.

4. Based on users input you can suggest KB and create FAQs for quick issue fixes. 

5. AI and NLUs can be used for advance enviroments.

I hope this helps...