Exploring ITSM Virtual Agent
Summarize
Summary of Exploring ITSM Virtual Agent
The ServiceNow ITSM Virtual Agent offers an intelligent conversational interface designed to assist users and IT technicians by handling common and simpler IT incidents. This allows IT staff to focus on more complex requests while improving both technician and employee experiences through immediate, automated IT assistance.
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Key Features
- User Satisfaction: Provides always-on, omni-channel self-service support across platforms like Slack, Microsoft Teams, Facebook Messenger, and Workplace. It personalizes conversations by remembering user details to enhance the experience and enable immediate help anytime.
- Increased Productivity: Deflects routine tickets and reduces call volumes, improving productivity for both users and IT staff.
- Automation Support: Automates common support tasks, enabling support teams to scale efficiently and focus on complex issues.
- Empowered Service Owners: Allows service owners to rapidly deploy and refine AI capabilities without requiring data science expertise.
- Natural Language Understanding (NLU): Integrates NLU to better understand user intents and contexts, improving conversation accuracy and long-term user experience. Customers can choose between simple keyword recognition for faster deployment or full NLU for enhanced interaction quality.
- Pre-built NLU Models: Includes pre-configured intents and utterances for common ITSM topics such as ticket escalation, outage checks, and email setup, available through the ServiceNow Store.
- Automatic Notifications: Sends proactive Virtual Agent messages about incident statuses and approvals to users and managers, triggered by changes on the Task and Approval tables to keep stakeholders informed in real time.
Practical Benefits for ServiceNow Customers
By implementing ITSM Virtual Agent, organizations can expect improved self-service capabilities that enhance user satisfaction and reduce workload on IT teams. The solution supports multiple communication channels, automates routine tasks, and delivers timely notifications, which collectively increase operational efficiency and responsiveness. Leveraging NLU further refines the virtual agent’s ability to understand and resolve user requests effectively, leading to a more personalized and seamless IT support experience.
The ServiceNow ITSM Virtual Agent provides assistance through conversations within an intelligent messaging interface.
ITSM Virtual Agent overview
Empower your IT technicians to concentrate on more challenging, demanding user requests and incidents by deflecting the most common, simpler incidents to a virtual agent. ITSM Virtual Agent enhances both the IT technician experience and the employee experience by addressing IT-related queries immediately.
Virtual Agent benefits
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Components
- Natural Language Understanding
You can use Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings, recognize word contexts, and infer user or system actions.
You can decide whether you want ITSM Virtual Agent to use only keywords, which result in quicker time-to-value in the short term. Or you can choose to use NLU, which results in a better employee experience in the long term.
ITSM Virtual Agent and the ITSM NLU Model for Virtual Agent Conversations are available 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.
The ITSM NLU Model for Virtual Agent Conversations provides pre-built NLU entities, intents, and utterances. Some of the provided intents and utterances include:- Escalate Ticket topic:
- Raise incident INC0010023 ticket priority to higher level
- Raise the priority on my open ticket
- Check Outages and Service Degradations topics:
- Are there currently any reported company-wide issues?
- Is there an outage?
- Email Setup topic
- I want to set up email on my mobile device
- How do I set up company email on my phone?
Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.
- Escalate Ticket topic:
- ITSM Virtual Agent automatic notifications
Virtual Agent proactively informs you about the status of your incidents and requests. Managers are alerted when they have approvals.
- ITSM Virtual Agent notification defined on the Task [task] table
- These notifications are used by fulfillers and employees. The Task type filter on the Task table enables automatic status notification when the value is Incident or Requested item. When the state of the incident or requested item task changes, a Virtual Agent message is sent to the user.
- ITSM Virtual Agent notification defined on the Approval [sysapproval_approver] table
- These notifications are used by request management or knowledge management. When an approval is submitted, an automatic Virtual Agent message is sent to the approver alerting them of the approval request.