TuneUp Your Now Assist in Virtual Agent
Summarize
Summary of TuneUp Your Now Assist in Virtual Agent
The TuneUp Your Now Assist in Virtual Agent accelerator helps ServiceNow Impact customers optimize their existing Now Assist in Virtual Agent (VA) deployment. It provides an applied demonstration of advanced VA capabilities, analyzing current usage to identify improvement opportunities. The goal is to enhance user experience, increase operational efficiency, and improve response quality, thereby maximizing the value of the Now Assist investment.
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Key Features
- Usage Analysis: Reviews AI Search, Conversational Catalog/LLM Topics, Knowledge Deflection, Measurement Topics, and Agent interactions to assess current VA performance.
- Guided Coaching Sessions: Includes up to two coaching sessions with a Technical Accelerator Consultant—one for reviewing leading practices and findings, and an optional one for Q&A and deeper exploration.
- Temporary Instance Access: Provides 30-day access to a provisioned temporary instance with activated plugins to support testing and experimentation.
- Resource Support: Supplies a copy of the coaching session deck and ongoing consultant support during the access period.
Requirements and Customer Roles
To participate, customers must have Now Assist in Virtual Agent actively deployed and an identified Virtual Agent or ServiceNow administrator. Prior completion of an initial Virtual Agent implementation and familiarity with AI Search are also needed.
Key customer roles involved include:
- Platform Owner: Oversees platform strategy and governance.
- System Administrator(s): Manages platform stability and configuration.
- Virtual Agent Administrator(s): Maintains VA functionality.
- IT Service Desk Manager(s) and Subject Matter Experts: Provide operational insights and oversee VA performance.
- Trusted Service Partners: May attend sessions to support ongoing improvements.
Important Notes
The accelerator is available to customers with Impact Guided, Guided+, Advanced, and Total packages. ServiceNow does not implement recommended configuration changes on production or sub-production instances; customers retain responsibility for applying improvements.
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)
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- 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.