Exploring other Virtual Agent features
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Summary of Exploring other Virtual Agent features
This guide helps ServiceNow customers enhance their Virtual Agent capabilities beyond basic topic creation. It covers additional features that improve both authoring and end-user experiences, allowing for more dynamic and efficient interactions.
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Key Features
- Deployment in Multiple Channels: Virtual Agent primarily operates in a chat widget but can be utilized across various channels, with some feature limitations. Customize conversation flows for different environments.
- Link Unfurling: Generates rich previews for shared links within conversations, available on chat widgets, mobile devices, and more.
- AI Search Integration: Implements AI Search as a fallback for unmatched user utterances, providing relevant search results when no topic matches.
- Reusable Topic Blocks: Create topic blocks to reuse common functionalities across multiple topics, ensuring easier maintenance.
- Custom Controls: Develop custom controls for specialized tasks when standard controls do not meet your needs.
- Workflow Studio Integration: Integrate workflows from Workflow Studio into Virtual Agent conversations, particularly for secure inputs like passwords.
- Agent Chat Handoff: Customize the agent to transfer conversations to live agents when necessary.
- Auto-Resolution for Incidents: Automatically initiate Virtual Agent conversations after incident submissions, if applicable topics exist.
- Localization: Use the Localization Framework to translate topics and NLU models into various languages.
- REST API Utilization: Employ the Virtual Agent REST API for integration with other chat interfaces or bots.
Key Outcomes
By leveraging these features, customers can create a more engaging and efficient user experience, streamline conversation management, and integrate Virtual Agent functionalities into broader workflows. This flexibility enhances the service delivery process and improves overall user satisfaction with automated interactions.
After creating topics with the basic Virtual Agent Designer controls and scripting, you can also enhance conversation functionality and topic maintenance by using additional Virtual Agent features.
After learning the basics, here are some other Virtual Agent features that may help you improve your authoring and end-user experience.
- Deploy Virtual Agent in other channels
- By default, Virtual Agent runs in a chat widget, but you can also run it in other channels. While some features may not be available in certain channels (such as the carousel user input control), you can customize your conversation flow to accommodate these differences.
- Use link unfurling in Virtual Agent
- Virtual Agent supports link unfurling on the chat widget, mobile devices, and various channels. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response.
- Improve the user experience with AI Search
- What happens when a user utterance isn't matched to a keyword or intent? Enable AI Search as a fallback so that the user sees a list of search results as a response when no other match is found.
- Maximize code reuse with topic blocks
- Rather than duplicate common functionality in multiple topics, you can create reusable topic blocks that you can reference in many topics. This allows you to maintain frequently used functionality in one central location.
- Customize Virtual Agent with custom controls
- If a Virtual Agent Designer control doesn't quite work for what you want to achieve, create a custom control. You can create your own controls to accept input from the conversation, as well as custom response controls to handle the output. Use these controls within topics to handle specialized tasks.
- Integrate Virtual Agent with Workflow Studio workflows
- If your company is using Workflow Studio to create workflows, you can integrate them into Virtual Agent. You may need to do this if your conversations require you to pass secure inputs, such as a password. Workflow Studio actions and subflows support the password2 data type, which lets you pass the input securely.
- Use Virtual Agent with Agent Chat
- Customize Virtual Agent to hand off some conversations to a live agent when needed.
- Use Virtual Agent for Incident Auto-Resolution
- Initiate a Virtual Agent conversation with an end user after they submit an incident through email or the ServiceNow® Service Portal if an existing Virtual Agent topic can resolve the issue.
- Localize Virtual Agent topics
- Use the ServiceNow Localization Framework to translate topics and NLU models into other languages.
- NLU Workbench - Advanced Features
- Expand the functionality of NLU Workbench to help you manage and improve your models. NLU Workbench - Advanced Features is available from the ServiceNow Store.
- Integrate Virtual Agent with other portals and apps
- Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are.
- Use Virtual Agent REST API in a standalone or multi-bot environment
- Integrate any chat interface or bot using this REST API that is available in the ServiceNow Store.
Additional resources
Take advantage of the following ServiceNow® resources to help you customize your Virtual Agent: