Xanadu |
- Xanadu Patch 9
- AI agents in Virtual Agent Designer
- View AI agents created in AI Agent Studio in Virtual Agent Designer.
- Quick start tests for Virtual Agent
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After upgrades and deployments of new applications or integrations, run quick start tests to verify that Virtual Agent works as expected. If you customized Virtual Agent, copy the quick start tests and configure them for your customizations.
- Rich text for Static and Dynamic Choice controls: Static Choice user input control and Dynamic Choice user input control
- Use rich text options when creating Static and Dynamic Choice nodes in ServiceNow®
Virtual Agent Designer.
- Virtual Agent Web Client branding: Set up your Virtual Agent bot's branding
- Customize colors in the New Messages Above and New Messages Below banners in the chat window.
- LLM topic type association: Create a Virtual Agent topic
- Associate LLM Assistants to Setup topics, Topic blocks, and Custom controls.
- LLM topic testing
- Define an assistant on the Virtual Agent (VA) testing panel, when selecting Test All Active Topics with selecting an assistant.
- LLM Text bot response control
- Use the LLM Text bot response control to generate messages in conversations using LLM topic discovery.
- Conversational Analytics dashboard in Platform Analytics experience
- The Conversational Analytics dashboard in the ServiceNow®
Platform Analytics experience meets the compliance requirements of data regulated market environments, for example, Government Community Cloud (GCC). The dashboard contains indicators and breakdowns for rich
visualizations and detailed analysis. You can access the dashboard by navigating to .
- New system properties
- Determine whether actions for Virtual Agent notifications and Proactive Triggers are created after completing the full topic migration workflow via the com.glide.cs.notification.create_llm_actions_after_topic_migration and
com.glide.cs.proactive_trigger.create_llm_actions_after_topic_migration system properties.
- NLU to LLM topic migration enhancements
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- Migrate Virtual Agent notifications and Proactive Triggers actions on the Review connections step after publishing the newly migrated LLM topics in the NLU to LLM topic migration workflow.
- Review, edit, and test LLM topic descriptions against existing NLU utterances, if available, in the Review descriptions step. The Review descriptions step occurs after migration but before publication in the NLU to LLM topic migration workflow.
- Migrate NLU vocabulary sources automatically into either Dynamic Choice or Static Choice nodes, depending on the vocabulary sources setup in NLU.
- Max wait time queue allows LLM topic selection
- Select LLM topics to be chosen after the max wait time is met during a Now Assist in Virtual Agent conversation. ServiceNow®
Advanced Work Assignment queue triggers support LLM topics whenever the Trigger Type field's value is Max Wait and you’re prompted to select a Virtual Agent topic.
- Catalogs for Virtual Agent
- Search for and order services or products from catalog macroponents in Virtual Agent chat by using plain language. Customize the appearance of your catalogs to match your business’ branding.
- Integrating Now Assist in Virtual Agent with Microsoft Copilot
- Use your Self-configured bot to connect with Microsoft Copilot. The process of integrating the Self-configured bot with Microsoft Copilot is similar to that of integrating the Self-configured bot with Microsoft Teams.
You can @-mention the bot name to initiate a chat within Copilot and Copilot provides you the response based on your utterance.
- Microsoft Copilot, when integrated with Now Assist in Virtual Agent, understands the ServiceNow context and routes users to Now Assist to conduct ServiceNow -related questions and tasks within Microsoft Teams.
- Use your Now Virtual Agent bot to connect with Microsoft Copilot by @-mentioning the bot name.
Support for using declarative agents with Self-configured bots and transferring to live agents is available. Support for the default Now Virtual Agent bot plugin is available on the Microsoft Teams Store.
- Integrating Virtual Agent with enterprise messaging apps
- Now LLM Service support for channels enables LLM-based conversations with Now Assist in Conversational Integration with Microsoft Teams and Conversational Integration with Slack.
The Now LLM Service support also provides new ServiceNow
AI Search experience in channels with the following features:
- Legal disclaimers
- Pagination
- Search
- Generative AI Q&A card
- Configure rate limiting for providers
- Configure rate limiting at the provider level to control the request flow for requests made within a stipulated time.
- Xanadu Patch 3
- Primary and secondary assistants are honored in Virtual Agent Designer
- View which conversational assets are applicable to primary or secondary assistants.
- Language detection for LLM conversations
- For Now Assist in Virtual Agent users, use language detection for your LLM conversations to improve your user's experience.
- Synthesized response
- For Now Assist in Virtual Agent users, a synthesized response can appear. A synthesized response includes a brief summary of the requested information and search results along with Genius Results. Mid-topic switching can occur
during a conversation with synthesized response. Users can continue with their original request or switch the conversation's focus.
- New system properties
- The following system property was added to increase flexibility of the search results and response:
- sn_nowassist_va.synthesized_autostart_items: When synthesized response only returns a singular action, configure whether to directly launch into that action. By default, whenever synthesized response
returns a single Virtual Agent topic, that action is auto-launched. The following actions can be configured to auto-launch:
- Synthesized response returns a single conversational catalog item.
- Synthesized response returns a single Virtual Agent topic, along with Knowledge Base information.
- Synthesized response returns a single conversational catalog item, along with Knowledge Base information.
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Yokohama |
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Zurich |
- Zurich Patch 4
- Assistant Designer
- Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library (previously Virtual Agent Designer), and Analytics.
- Conversational settingsConversational settings
- Manage the settings for an asset directly from the Asset library page.
- Zurich Patch 1
- Integrating with Google Workspace
- Integrate Google Workspace chat with the ServiceNow® conversational interface features, including Virtual Agent, Natural Language Understanding (NLU), Notifications, and live agents.
- AI Connector utility
- Select AI agents to handle tasks in the AI Connector utility. For more information on AI agents in Virtual Agent Designer, see Managing AI agents and Using AI agents in Virtual Agent topics.
- Virtual Agent server
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- In chatHandshake, set dynamic_step_loader_enabled to true to send stacked agentic AI messages to the server. Set
dynamic_step_loader_enabled to false to avoid sending messages.
- Pre-chat and post-chat surveys are now available for Anthropic Claude on AWS and Google Gemini large language models (LLMs). For more information on surveys, see Chat surveys.
- Create a Virtual Agent topic
- Start the create flow for all supported conversational LLM assets directly from Virtual Agent Designer.
- Assistants in Virtual Agent Designer
- The Now Assist Panel - Platform (default) assistant is now available in Virtual Agent Designer.
- Integrating Now Assist in Virtual Agent with Microsoft Copilot
- Custom Engine Agent (CEA) is replacing the legacy Microsoft bot framework, allowing Microsoft Copilot to discover Virtual Agent, Now Assist, and use multi-turn conversations.
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Australia |
- Australia Patch 3
- Assign search sources
- For premium chat, catalog items have improved fluidity; however, some of them are no longer conversational. They’ll open in a catalog form instead. This applies to Now Assist in Virtual Agent assistants and Now Assist panel
– Platform assistant.
- Select a display experience
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- If your instance is eligible, you can opt into the premium chat experience. ServiceNow performs a set of readiness checks to see if your instance is eligible for premium chat. Premium chat is a contextual chat experience
that appears throughout the platform, adapting its behavior and interface based on where users are and what they're doing.
- An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance.
- When editing the display experience of an existing portal or mobile widget, chat experience options depend on the existing configuration.
- For channels, select channels from the Add channels drop-down list that integrate with the assistant.
- For Microsoft Teams, edit the channel to toggle between standard and premium chat.
- Display assistant on Platform or ServiceNow Studio
- An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance.
- Brand and personalize an assistant
- Customize an assistant’s tone, response length, and persona in the Personalization section when branding your assistant. By default, personalization is hidden.
- To enable personalization, set the appropriate values in the sn_nowassist_va.assistant_personalization system property. For more information, see Now Assist in Virtual Agent system properties.
- Enable additional chat features
- For Now Assist in Virtual Agent assistants, voice input is available for premium chat.
- For Now Assist panel – Platform assistant, voice input is available for standard, enhanced, and premium chat.
- Manage chat experience
- For premium chat, you can select a topic for fallback options.
- For premium messages, select the default greeting message, static greeting message, or select a custom topic. The static greeting message allows you to customize message.
- For premium chat, your premium messages and premium fallbacks are pre-filled with your legacy messages and legacy fallbacks.
- Edit a chat assistant
- View All assets to see the assets that are assigned to an assistant.
- There is no limit to the number of assets that can be promoted.
- If an active asset is promoted, and later is set to inactive, the asset is not shown in the Discoverable, Visible, and Promoted lists.
- Now Assist in Virtual Agent system properties
- Use the sn_nowassist_va.assistant_personalization system property to show or hide chat personalization when branding an assistant. Personalization determines the tone of the assistant, response length,
and persona.
- Now Assist deployment configuration properties
- Manage the behavior of suggestions that users see when typing in the input box.
- Australia Patch 2
- View assistants
- If you have the com.snc.ex_ai_portal (Employee Slate) app installed, the default Employee Slate assistant is shown, and Employee Slate is mapped to it by default. The default Employee Slate assistant can
be activated, deactivated, edited, and tested. It can’t be deleted.
- Select a display experience
- The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they’re
doing.
- Brand and personalize an assistant
- For the default Employee Slate assistant, configure premium chat branding. Select and configure the chat header, chat logo, and chat menu items such as a phone number, email, and link.
- A Channels section is shown for Now Assist in Virtual Agent assistants and the default Employee Slate assistant if a channel is configured in the display experience.
- Manage chat experience
- Depending on your configuration, different greeting, closing, and fallback options may appear. Legacy messages (chat messages) and legacy fallbacks (chat fallbacks) are shown when at least one display experience has standard
chat or enhanced chat. Premium messages and premium fallbacks are shown when at least one display experience has premium chat.
- Test a chat assistant
- Test your chat assistant (standard, enhanced, or premium chat) to simulate an end-to-end conversation before moving your experience into a production environment.
- Assistant Designer Asset library
- Use the Test Assistant button to test your LLM assistant in Standard, Enhanced, and Premium Chat, after adding chat experiences in Assistant Designer's Assistants tab.
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets and create your own
Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Premium chat experience for Now Assist Panel - Platform (default) assistant
- The Now Assist Panel - Platform (default) assistant now has the premium chat experience configured by default.
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