Hi there,
Any advice of where to start? Well the Virtual Agent community is a great start 🙂 For example one of the highlighted links is on "Getting Started"! This contains good (background) info, info on activating Virtual Agent, etc.. Also follow the Virtual Agent Academy webinars. Covers great subjects. And obviously, when having questions on Virtual Agent, stuck on some area: search on the Community and if nothing found, just post a question.
Personally one of the first things for me would be looking into using Predictive Intelligence. With Clustering for example, you could - within minutes of work - analyze Incidents, etc.. This could give you insight in great subjects to cover with Virtual Agent.
Though best advice, as you also mention developers... don't think that developers can build your topics, your conversations! Sure they can help building topics, making them maintainable, setting up topic blocks, helping on making more intelligent topics, etc.. So yes, developers are an important part in your Virtual Agent journey.
Though: find the correct people in your organization! So Service Desk Agents for example, who really speak to your audience, who take calls, who know what's actually going on, who have a feel for what the language of the audience is. So don't leave building the topics only to developers. Also many managers think that they have the knowledge and will tell which topics are suitable for your organization, what to build and the how... managers simply don't know!
And last, just a screenshot from a recent Virtual Agent Academy:
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP
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Hi there,
Any advice of where to start? Well the Virtual Agent community is a great start 🙂 For example one of the highlighted links is on "Getting Started"! This contains good (background) info, info on activating Virtual Agent, etc.. Also follow the Virtual Agent Academy webinars. Covers great subjects. And obviously, when having questions on Virtual Agent, stuck on some area: search on the Community and if nothing found, just post a question.
Personally one of the first things for me would be looking into using Predictive Intelligence. With Clustering for example, you could - within minutes of work - analyze Incidents, etc.. This could give you insight in great subjects to cover with Virtual Agent.
Though best advice, as you also mention developers... don't think that developers can build your topics, your conversations! Sure they can help building topics, making them maintainable, setting up topic blocks, helping on making more intelligent topics, etc.. So yes, developers are an important part in your Virtual Agent journey.
Though: find the correct people in your organization! So Service Desk Agents for example, who really speak to your audience, who take calls, who know what's actually going on, who have a feel for what the language of the audience is. So don't leave building the topics only to developers. Also many managers think that they have the knowledge and will tell which topics are suitable for your organization, what to build and the how... managers simply don't know!
And last, just a screenshot from a recent Virtual Agent Academy:
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP
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