Prebuilt Virtual Agent topics, topic blocks, and ServiceNow NLU models
Summarize
Summary of Prebuilt Virtual Agent topics, topic blocks, and ServiceNow NLU models
ServiceNow provides prebuilt Virtual Agent topics, reusable topic blocks, and Natural Language Understanding (NLU) models designed to support the Virtual Agent platform across various business applications such as Customer Service Management (CSM), HR Service Delivery (HRSD), and IT Service Management (ITSM). These components enable users to efficiently handle common self-service tasks, such as case creation and answering frequently asked questions, by leveraging predefined conversation flows and language understanding.
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Key Features
- Prebuilt Virtual Agent topics: Ready-made conversation flows tailored for specific business areas that help users automate common interactions.
- Reusable topic blocks: Modular components (similar to subflows) that perform specific functions and can be inserted into conversation topics to promote code reuse.
- ServiceNow NLU models: Business-specific language models that map user intents to Virtual Agent topics, enabling accurate understanding and processing of user requests.
- Integration with applications: Plugins for CSM, HRSD, and ITSM automatically install prebuilt topics, topic blocks, and corresponding NLU models.
- Virtual Agent Designer: Tool for previewing, testing, duplicating, modifying, and publishing prebuilt topics and topic blocks to tailor conversations to your enterprise needs.
- NLU Workbench: Interface to review, duplicate, and customize prebuilt NLU models and intents for enhanced language understanding capabilities.
Practical Use and Management
- After installing relevant plugins or applications from the ServiceNow Store, administrators can access prebuilt topics and topic blocks via Virtual Agent Designer.
- Prebuilt topics and blocks are read-only but can be duplicated and customized to fit specific organizational requirements before publishing and deployment.
- Prebuilt NLU models are also read-only; however, they can be duplicated and extended within NLU Workbench to create tailored language models aligned with your business needs.
- Testing and preview features in Virtual Agent Designer allow admins to validate conversation flows before publishing them to live Virtual Agent clients.
- Comprehensive documentation is available within each ServiceNow application for detailed information on their specific prebuilt topics, topic blocks, and NLU models.
Benefits for ServiceNow Customers
- Accelerate Virtual Agent deployment by leveraging pre-configured conversation topics and language models that address common business scenarios.
- Reduce development time through reusable topic blocks and customizable NLU models.
- Enhance user experience with well-trained language understanding tailored to your business context.
- Maintain flexibility by duplicating and modifying prebuilt components to meet evolving organizational needs.
Prebuilt Virtual Agent conversations (topics), reusable topic blocks, and ServiceNow NLU models are available for the Virtual Agent platform and various business applications, such as Customer Service Management, HR Service Delivery, IT Service Management, and more.
These pre-defined conversations help users with common self-service tasks in each business area, such as creating or updating cases or providing answers to frequently asked questions. Prebuilt topic blocks are reusable components (similar to subflows) that perform a specific function or task and can be added to a conversation topic. Prebuilt NLU models define the business-specific language understanding needed for Virtual Agent to understand and process user requests. Each NLU intent in a model maps to a single Virtual Agent conversation topic.
Summaries of prebuilt topics and topic blocks
| Predefined topics and topic blocks | Activated by |
|---|---|
| Customer Service Virtual Agent conversations | com.sn_csm.virtualagent |
| Human Resources Virtual Agent conversations | Request the HR Service Delivery Virtual Agent Conversations from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes. |
| ITSM Virtual Agent Conversations | Request ITSM Virtual Agent and the ITSM NLU Model for Virtual Agent Conversations from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes. |
Virtual Agent Platform topics and topic blocks
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com.glide.cs.chatbot |
Working with prebuilt topics and topic blocks in Virtual Agent Designer
- Previewing topics and topic blocks – After you install the plugins for prebuilt topics, admins or Virtual Agent admins can access the prebuilt topics and topic blocks in the Virtual Agent Designer home page. Select the topic and in the Flow tab, select Test. Review the conversation as it runs in the test window to determine the topics and topic blocks that you want to use.
- Using prebuilt topics and topic blocks – Although prebuilt topics and topic blocks are read only and can't be changed, you can reuse them by duplicating and modifying them as needed. After you test a duplicated topic and are ready to deploy it to your Virtual Agent clients, publish the topic. Similarly, after testing a duplicated topic block, publish it to make it available for use in conversation (calling) topics.
For details on creating, testing (previewing), duplicating, and publishing a topic, see Getting started with Virtual Agent Designer. For details on working with topic blocks, see Maximizing code reuse with topic blocks.
Working with prebuilt ServiceNow NLU models in ServiceNow NLU Workbench
- Reviewing a prebuilt NLU model – After you install the plugins for predefined topics, you can view the prebuilt models in NLU Workbench. The prebuilt NLU models for ServiceNow applications define the intents, entities, and utterances used for the predefined topics. These models are also trained and published. You can also review the utterances for a prebuilt model in Virtual Agent Designer. However to copy a prebuilt model, you use NLU Workbench.
- Duplicating prebuilt NLU models – Although prebuilt NLU models are read only and can't be edited, you can Duplicate an NLU model prebuilt NLU models to create your own NLU models and Import an NLU intent from prebuilt models or other NLU models that you create in NLU Workbench.
For details on creating, training, and publishing ServiceNow NLU models, see Natural Language Understanding.