TuneUp Your Now Assist in Virtual Agent
Summarize
Summary of TuneUp Your Now Assist in Virtual Agent
"TuneUp Your Now Assist in Virtual Agent" is an Accelerator designed to help ServiceNow Impact customers optimize their Now Assist capabilities within Virtual Agent (VA). It offers a practical demonstration of advanced VA features, helping customers understand current usage and identify strategies to enhance user experience, operational efficiency, and response quality. The Accelerator provides guidance on analyzing usage data, spotting optimization opportunities, and applying improvements to maximize the value of Now Assist in VA.
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Availability and Prerequisites
- This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.
- Prerequisites include having Now Assist in VA deployed and actively used, an identified VA or ServiceNow admin, completion of an initial VA implementation (such as Jumpstart Your Now Assist in VA), and experience with AI Search.
What Customers Receive
- Session Preparation: A Technical Accelerator Consultant provisions a temporary instance and activates/configures necessary plugins.
- Customer Coaching Session #1 (up to 1.5 hours): Covers Now Assist in VA leading practices and reviews usage insights including AI Search, Conversational Catalog/LLM, Topics, Knowledge Deflection, and Measurement.
- Customer Coaching Session #2 (Optional, up to 1 hour): Provides an opportunity for Q&A focused on Now Assist in VA.
- Post-Session Outputs: Customers receive 30-day access to the temporary instance, ongoing access to the Technical Accelerator Consultant, and a copy of the coaching session deck.
Customer Roles and Responsibilities
Successful tune-up requires collaboration among various roles:
- Platform Owner: Oversees the ServiceNow platform governance and alignment with business strategy.
- System Administrator(s): Maintain platform stability, perform maintenance, support application cases, and contribute to software releases.
- Virtual Agent Admin(s): Responsible for maintaining the Virtual Agent environment.
- IT Service Desk Manager(s): Provide subject matter expertise in managing the IT Service Desk.
- Subject Matter Experts: Digital Experience or Automation Leads who monitor VA performance.
- Trusted Service Partners: Participate in coaching sessions to understand best practices and support ongoing optimization.
Important Notes
- ServiceNow provides guidance but does not implement configuration changes in customer environments.
- Additional legal terms, prerequisites, and exclusions are detailed in the Impact Accelerator Terms Matrix.
This Accelerator provides prescriptive guidance on fine-tuning your Now Assist in Virtual Agent.
Accelerator Overview
TuneUp Your Now Assist in Virtual Agent (VA) provides Impact customers with an applied demonstration of advanced Now Assist capabilities and features in VA. Participants gain insights into how their Now Assist in VA is currently being used, along with strategies to improve experience, efficiency, and response quality.
This offering also includes key resources and leading practice guidance on analyzing usage data, identifying optimization opportunities, and implementing improvements to drive better outcomes and maximize the value of their Now Assist in VA investment.
Package Availability
Prerequisites
- Now Assist in Virtual Agent deployed and actively in use.
- An identified Virtual Agent admin or ServiceNow admin.
- Completion of an initial Virtual Agent implementation (for example, Jumpstart Your Now Assist in Virtual Agent or equivalent).
- Experience with AI Search (for example, completed Jumpstart Your AI Search or equivalent).
What You Get
- Session Preparation
- The Technical Accelerator Consultant:
- Provisions a temporary instance.
- Activates and configures related plugins.
- Customer Coaching Session #1 (up to 1.5 hours)
-
- Review Now Assist in VA leading practices.
- Overview of usage findings:
- AI Search
- Conversational Catalog / LLM Topics
- Knowledge
- Deflection Measurement
- Topics vs. Agents
- Customer Coaching Session #2 (Optional on Customer request — up to 1 hour)
- Opportunity for Q&A related to Now Assist in VA.
- Outputs
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- 30-day access to the temporary instance and Technical Accelerator Consultant with whom you met for any further questions or in-depth explorations.
- Copy of the Coaching Session Deck.
Requested Customer Resources
| Customer Resource | Responsibilities | Required | Recommended |
|---|---|---|---|
| Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | |
| System administrator(s) | Responsible for maintaining the stability and usability of the ServiceNow platform by performing application maintenance, managing support for Cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. | ✓ | |
| Virtual Agent admin(s) | Maintains the Virtual Agent (VA). | ✓ | |
| IT Service Desk Manager(s) | Subject matter expert responsible for managing IT Service Desk. | ✓ | |
| Subject Matter Expert(s) | Digital Experience or Automation Leads overseeing VA performance. | ✓ | |
| Trusted Service Partners | Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support the customer going forward. | ✓ |
Requested Information / Access
Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix here.
Exclusions
ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.