Vancouver |
- Now Assist in Virtual Agent
- Implement Now Assist in Virtual Agent conversations in Microsoft Teams and mobile channels.
- Test and preview topics in either the mweb or nowassistpanel channel.
- The generative AI experience in Virtual Agent combines information search and service catalog requests. For details, see Using Now Assist in Virtual Agent.
- Configuring Now Assist in Virtual Agent from either the Now Assist Admin console or Conversational Interfaces admin console.
- Monitor the performance of Now Assist in Virtual Agent as a self-service deflection tool. See Analyzing Now Assist in Virtual Agent for more information.
- LLM topic discovery in Virtual Agent
- Create topics that use LLM instead of Natural Language Understanding (NLU).
- Associate LLM topics with the Now Assist in Virtual Agent LLM assistant.
- Analyze Now LLM responses to utterances while testing LLM topics.
- Get in-depth testing details for LLM topics using the new Topic discovery and Edit variables tabs.
- Virtual Agent Designer LLM input controls
- Multiple active conversations for Virtual Agent
- Get more out of Virtual Agent with multiple concurrent conversations. Separate or share topics and other data across multiple portals, with each user engaging in a different conversation for each portal.
- Virtual Agent Designer controls
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- Virtual Agent scripts
- Reset all entities in a conversation with one API script call using the function
vaSystem.resetAllEntities().
- Virtual Agent Designer All pre-built topics page
- Use the Explore additional topics related link to read a list of topics that are available in the main topic list view after certain dependencies are installed.
- Dialog Acts for Virtual Agent
- Create a more dynamic Virtual Agent experience by activating Dialog Acts. Use this new feature to engage in more natural-language conversations, resulting in faster addressing of issues in Virtual Agent. Alter requests on the fly, and confirm or negate those changes, all with less looping through topics.
- Dynamic Inputs in User Testing
- Control inputs in user testing to prevent avoidable failures when running test cases. Toggle individual test steps to bypass dynamic inputs that would otherwise register as fail
points.
- Conversational Integration with Microsoft Teams
- Embed the Virtual Agent application in Microsoft Teams extension to fetch ServiceNow®
AI Search results.
- Explore Additional Topics
- Select Explore Additional Topics in the Topics page header bar to view the All pre-built topics page. These topics become available in the Topics page when you install dependent plugins or spokes.
- Integrating Virtual Agent with Microsoft Teams for GCC-H or DoD
- Enable the sn_va_teams.send_image_as_data system property to upload images to your conversation on Microsoft Teams integration with GCC-H.
Apply this system property to image and card controls. If you're using a URL, ensure that its source is the ServiceNow instance.
- Create an Amazon CloudFormation Stack
- Create Connect Instance and Contact Flows as part of CloudFormation stack with Amazon Connect details, along with updating the old templates to the new templates and creating the stack without any errors.
- Virtual Agent conversations with Now Assist
- Enhance Virtual Agent conversations with generative AI. Information search and service request options are combined under Now Assist, providing intent switching and feedback refinement based on the entire
conversation history. Multi-turn Q&A provides detailed answers to queries made in natural language, instead of plain links to knowledge base articles. Multi-turn Catalog Ordering fulfills service requests that are refined
the same as Q&A.
- Vancouver patch 8
- Beginning with Vancouver patch 8, the following features are available:
- Carousel user input control: Use the Carousel user input control in a LLM-enabled Virtual Agent topic to present a prompt and a horizontal series of labeled images.
- Dynamic choice user input control property sheet: Use the Allow the user to select more than one choice field to allow users to choose
multiple choices from the list display.
- Latency feedback system property: The com.glide.cs.message.processing.enabled system property notifies requesters with a temporary latency message
whenever the LLM is processing their request in the Virtual Agent web client and Now Assist panel. This system property is off by default and the latency message varies depending on the LLM call.
- Use Virtual Agent API to support Now Assist experience across multiple provider channels. See Enable Now Assist experience in Virtual Agent API for more information.
- Use Bot Interconnect to support Now Assist enabled primary and secondary bot use cases.
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Washington DC |
- Now Assist in Virtual Agent
- Implement Now Assist in Virtual Agent conversations in Microsoft Teams and mobile channels.
- Test and preview topics in either the mweb or nowassistpanel channel.
- Added enhancements to Now Assist in Virtual Agent.
- Create or manage LLM virtual agents using a new option on the Conversational Interfaces admin console or the new Assistants tab.
- Filter analytics indicators in Now Assist in Virtual Agent Analytics using the new Assistant multi-select filter.
- Enable Genius Results generated by Now Assist in portal search from a link within the Review section of [Placeholder link text to key configure-now-assist-va].
- When a user types an irrelevant utterance in the middle of a topic, unified search sees whether there are any results found.
- LLM topic discovery in Virtual Agent
- Create topics that use LLM instead of Natural Language Understanding (NLU).
- Analyze Now LLM responses to utterances while testing LLM topics.
- Get in-depth testing details for LLM topics using the new Topic discovery and Edit variables tabs.
- LLM support in Virtual Agent Designer controls
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- Input Collector user input control:
- Use the new Input Collector control in LLM topics to gather data from users and create instructions with generative AI.
- Drag nodes in and out of the Input Collector instead of deleting and adding new ones.
- Drag nodes from one Input Collector to another if you have multiple Input Collectors on your canvas.
- Use the From and To drop-down lists to reorder inputs from the node on the table view.
- Activate the Confirmation message option in the Input Collector to summarize your inputs. Submit the inputs or restart the input collection process, by selecting
Yes or No options, or entering a reply in plain language.
- Secure Text user input control: Use the Secure Text control in LLM topics to gather and encrypt sensitive text, email, and other types of input from users.
- Date Time user input control: Input DD-MM-YYYY format to the Date Time user input for regions using that format.
- Dynamically pick Virtual Agent notification actions
- When authoring a Virtual Agent topic, you can pass one or more notification actions as parameters instead of a single, static action. All actions must be predefined for the notification.
- Hide or reveal the Show me everything button
- Set the glide.cs.disable_show_me_everything system property for NLU/Keyword topic discovery. Alternatively, update values found in the default Script Action Utility control in Virtual Agent greeting topics that use LLM topic discovery.
- System properties
- The following new system properties affect AI Search results in mid-topic discovery:
- com.glide.cs.gen_ai.enable_mid_topic_ai_search
- sn_nowassist_va.enable_mid_topic_ai_search_catalog_result
- Washington DC patch 1
- Beginning with Washington DC patch 1, the following features are available:
- Carousel user input control: Use the Carousel user input control in a LLM-enabled Virtual Agent topic to present a prompt and a horizontal series of labeled images.
- Dynamic choice user input control property sheet: Use the Allow the user to select more than one choice field to allow users to choose
multiple choices from the list display.
- Latency feedback system property: The com.glide.cs.message.processing.enabled system property notifies requesters with a temporary latency message
whenever the LLM is processing their request in the Virtual Agent web client and Now Assist panel. This system property is off by default and the latency message varies depending on the LLM call.
- Use Virtual Agent API to support Now Assist experience across multiple provider channels. See Enable Now Assist experience in Virtual Agent API for more information.
- Use Bot Interconnect to support Now Assist enabled primary and secondary bot use cases.
- Washington DC patch 3
- Beginning with Washington DC patch 3, the following features are available:
- LLM topic migration: The topic migration workflow in Virtual Agent Designer allows you to convert your existing NLU/Keyword topics into new large language-model (LLM) topics.
The topic migration workflow is available to admin and topic_migration_admin roles.
- Dynamic Choice user input control: Using a script, requesters can view their previously selected choice values and also view and search through secondary field
data.
- LLM assistant associations: Any topic type can be associated with an LLM assistant. LLM topic blocks and custom controls that are not associated with an
assistant, but are used within a topic that is associated with an LLM assistant, now display in the Topics page when filtering by the LLM
assistant.
- Now Assist in Virtual Agent guided setup entry point from Virtual Agent Designer: Selecting either Settings or Manage on the Virtual Agent Designer Topics page opens the Conversational Interfaces Guided Setup workflow.
- Assistant drop-down list: The Assistant drop-down list appears in the chat test window when testing from a single topic when the
Include topic discovery option is selected or when testing active LLM assistant topics from the Virtual Agent Topics page. When a topic is associated with just one LLM
assistant, the Assistant drop-down list defaults to that assistant name. If you have multiple assistants, select which assistant you want to work with using the
Assistant drop-down list.
- New Virtual Agent translation table: The Text Translations for Dynamic Translation [sys_cs_dynamic_translation_text] table stores copies of the translations found in the Message
[sys_ui_message] table and previously dynamically translated messages.
- Promote or demote Virtual Agent LLM topics: Organize promoted LLM topics by assigning relative order values in the Promoted Skills [sys_cs_context_profile_promoted_skill]
table.
- Topic Properties tab: Setup Topics will remain associated with an Assistant in the topic Properties tab.
- Topic creation form: Configure channels in LLM topics under Who can access this topic in the Advanced section of the Properties
tab.
- New system property
- The com.glide.cs.field.boolean.show.choice_picker system property determines whether a Boolean node or a Dynamic Choice node with a single value displays to
users whenever the Dynamic Choice node only has one single value associated.
- Conversational Analytics dashboard in Platform Analytics experience
- The Conversational Analytics dashboard in Platform Analytics experience now meets the compliance requirements of data regulated market environments, for example, Government Community Cloud (GCC). Platform Analytics provides a unified interface for visualizing multiple data sources. The dashboard contains indicators and breakdowns for rich visualizations and detailed analysis.
- Washington DC patch 4
- Beginning with Washington DC patch 4, the following features are available:
- Create a topic form: Associate LLM-enabled Topics, Setup topics, Topic blocks, Small talk topics, and Custom controls with the Now Assist in Virtual Agent LLM assistant.
- LLM topic testing: Provide feedback to the Now LLM using thumbs-up and thumbs-down controls when testing Text, Static choice list, Dynamic choice list, Boolean, Date time, and Carousel user inputs.
- Insert a header card in a Static Choice or Dynamic Choice control: Toggle the Header card switch in the Advanced properties section of the LLM-enabled Static choice list and Dynamic choice list user inputs, to add photos or YouTube videos.
- Genius Results in chat preview window: Genius Results for LLM topics show skill (topic) discovery, knowledge base (KB) articles, and catalog items in the
Analyze test phrases tab of the chat preview window.
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Topic migration updates: On the topic migration workflow's Publish (optional) page, select the LLM topic link to be redirected to
that topic in Virtual Agent Designer through a new browser tab or window. Any edits that you make in Virtual Agent Designer are reflected in the topic migration's Publish (optional) page after
refreshing.
- Topic migration error log updates: New error messages were added to the topic migration workflow in Virtual Agent Designer and existing error messages were updated.
- NDS cards in Virtual Agent: Next Experience Design System (NDS) cards carousel now appears to requesters in the Virtual Agent whenever multiple results are found from a Genius Result. Feedback with thumbs up or thumbs down is possible on each NDS card.
- Proactive Triggers work with LLM topics: Proactive Triggers can be used with LLM topics if Now Assist in Virtual Agent is set up.
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Xanadu |
- Xanadu Patch 9
- AI agents in Virtual Agent Designer
- View AI agents created in AI Agent Studio in Virtual Agent Designer.
- Quick start tests for Virtual Agent
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After upgrades and deployments of new applications or integrations, run quick start tests to verify that Virtual Agent works as expected. If you customized Virtual Agent, copy the quick start tests and configure them for your customizations.
- Rich text for Static and Dynamic Choice controls: Static Choice user input control and Dynamic Choice user input control
- Use rich text options when creating Static and Dynamic Choice nodes in ServiceNow®
Virtual Agent Designer.
- Virtual Agent Web Client branding: Set up your Virtual Agent bot's branding
- Customize colors in the New Messages Above and New Messages Below banners in the chat window.
- LLM topic type association: Create a Virtual Agent topic
- Associate LLM Assistants to Setup topics, Topic blocks, and Custom controls.
- LLM topic testing
- Define an assistant on the Virtual Agent (VA) testing panel, when selecting Test All Active Topics with selecting an assistant.
- LLM Text bot response control
- Use the LLM Text bot response control to generate messages in conversations using LLM topic discovery.
- Conversational Analytics dashboard in Platform Analytics experience
- The Conversational Analytics dashboard in the ServiceNow®
Platform Analytics experience meets the compliance requirements of data regulated market environments, for example, Government Community Cloud (GCC). The dashboard contains indicators and breakdowns for rich
visualizations and detailed analysis. You can access the dashboard by navigating to .
- New system properties
- Determine whether actions for Virtual Agent notifications and Proactive Triggers are created after completing the full topic migration workflow via the com.glide.cs.notification.create_llm_actions_after_topic_migration and
com.glide.cs.proactive_trigger.create_llm_actions_after_topic_migration system properties.
- NLU to LLM topic migration enhancements
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- Migrate Virtual Agent notifications and Proactive Triggers actions on the Review connections step after publishing the newly migrated LLM topics in the NLU to LLM topic migration workflow.
- Review, edit, and test LLM topic descriptions against existing NLU utterances, if available, in the Review descriptions step. The Review descriptions step occurs after migration but before publication in the NLU to LLM topic migration workflow.
- Migrate NLU vocabulary sources automatically into either Dynamic Choice or Static Choice nodes, depending on the vocabulary sources setup in NLU.
- Max wait time queue allows LLM topic selection
- Select LLM topics to be chosen after the max wait time is met during a Now Assist in Virtual Agent conversation. ServiceNow®
Advanced Work Assignment queue triggers support LLM topics whenever the Trigger Type field's value is Max Wait and you’re prompted to select a Virtual Agent topic.
- Catalogs for Virtual Agent
- Search for and order services or products from catalog macroponents in Virtual Agent chat by using plain language. Customize the appearance of your catalogs to match your business’ branding.
- Integrating Now Assist in Virtual Agent with Microsoft Copilot
- Use your Self-configured bot to connect with Microsoft Copilot. The process of integrating the Self-configured bot with Microsoft Copilot is similar to that of integrating the Self-configured bot with Microsoft Teams.
You can @-mention the bot name to initiate a chat within Copilot and Copilot provides you the response based on your utterance.
- Microsoft Copilot, when integrated with Now Assist in Virtual Agent, understands the ServiceNow context and routes users to Now Assist to conduct ServiceNow -related questions and tasks within Microsoft Teams.
- Use your Now Virtual Agent bot to connect with Microsoft Copilot by @-mentioning the bot name.
Support for using declarative agents with Self-configured bots and transferring to live agents is available. Support for the default Now Virtual Agent bot plugin is available on the Microsoft Teams Store.
- Integrating Virtual Agent with enterprise messaging apps
- Now LLM Service support for channels enables LLM-based conversations with Now Assist in Conversational Integration with Microsoft Teams and Conversational Integration with Slack.
The Now LLM Service support also provides new ServiceNow
AI Search experience in channels with the following features:
- Legal disclaimers
- Pagination
- Search
- Generative AI Q&A card
- Configure rate limiting for providers
- Configure rate limiting at the provider level to control the request flow for requests made within a stipulated time.
- Xanadu Patch 3
- Primary and secondary assistants are honored in Virtual Agent Designer
- View which conversational assets are applicable to primary or secondary assistants.
- Language detection for LLM conversations
- For Now Assist in Virtual Agent users, use language detection for your LLM conversations to improve your user's experience.
- Synthesized response
- For Now Assist in Virtual Agent users, a synthesized response can appear. A synthesized response includes a brief summary of the requested information and search results along with Genius Results. Mid-topic switching can occur
during a conversation with synthesized response. Users can continue with their original request or switch the conversation's focus.
- New system properties
- The following system property was added to increase flexibility of the search results and response:
- sn_nowassist_va.synthesized_autostart_items: When synthesized response only returns a singular action, configure whether to directly launch into that action. By default, whenever synthesized response
returns a single Virtual Agent topic, that action is auto-launched. The following actions can be configured to auto-launch:
- Synthesized response returns a single conversational catalog item.
- Synthesized response returns a single Virtual Agent topic, along with Knowledge Base information.
- Synthesized response returns a single conversational catalog item, along with Knowledge Base information.
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