TuneUp Your Now Assist in Virtual Agent

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

Note:

This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

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

• 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

Table 1. Customer resource and responsibilities

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.