Topic Recommendations cards
Summarize
Summary of Topic Recommendations Cards
Topic Recommendations cards provide a visual representation of the status of recommendations for topics and intents within Virtual Agent. This feature enables users to track the progress and actions taken regarding each recommendation effectively.
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Key Features
- Card Status: Each recommendation appears as a card with a status indicator, including:
- New: Indicates topics or intents that have never been added, marked with a dark gray border.
- Active: Topics or intents that have been published, marked with a green border. Frequent recommendations suggest the need for improvement.
- Inactive: Topics or intents that were added but not published, marked with a light gray border. Recommendations for these topics indicate a need to publish them.
- Hidden: Topics not added to Virtual Agent and marked as hidden.
- Overlay Cards: Selecting a recommendation card provides an overlay with detailed insights, including:
- Estimated time saved by Virtual Agent per contact.
- User engagement methods (e.g., phone, email).
- Assignment group handling the ticket.
- User languages.
- Topic completion graph, available for active topics.
- Actionable Recommendations: Users can add new topics or link existing ones based on the recommendations provided.
Key Outcomes
By utilizing Topic Recommendations cards, ServiceNow customers can streamline their Virtual Agent development, enhance user interactions, and optimize the overall performance of their support channels. This tool helps ensure that valuable topics are actively managed and published to improve service delivery.
Recommended topic and intent cards display the status of the recommendation, allowing you to track them more easily over time.
Card status
Topic and intent recommendations appear as cards. The status lets you know what action has been taken, if any, for each recommendation.
| Status | Description |
|---|---|
| New | Topic or intent has never been added to Virtual Agent. Cards with New status have a dark gray border. |
| Active | Topic or intent was added to Virtual Agent or linked to an existing topic
and published. Cards with Active status have a green border. If you keep getting recommendations for an Active topic, it probably needs improvement. |
| Inactive | Topic or intent was added to Virtual Agent but never
published, or it was linked to an existing, unpublished topic. Cards with Inactive status have a light gray border. If you keep getting recommendations for an Inactive topic, take steps to publish it and make it active. |
| Hidden | Topic or intent was not added to Virtual Agent, but it was marked as hidden from the aggregate view and has a status of Hidden. |
Overlay cards
To get more details about a pre-built topic or user intent, select the recommendation card, and then click the info icon to open an overlay card.
| Label | Description |
|---|---|
| Per contact, VA could save | How long it takes for Virtual Agent to resolve an intent (displayed in minutes). |
| How they contacted you | The way in which users engaged with support. For example, phone or email. |
| Who handled the ticket | The assignment group. |
| Language | The languages of users interacting with support for this issue. |
| Topic completion | Graph that shows a snapshot of topic completion over a window of time. This information displays for active topics only. |
| Status area | |
| This section displays one of the following statuses. | |
| How to apply this recommendation | Suggestions for an unused recommendation. You can do one of the
following:
|
| Added topic recommendation | Displays the name of the topic that was added for the recommendation, as well as the date when it was added. Click the open link icon |
| Linked topic | Displays the name of the topic that was linked, as well as the date when the recommendation was linked. Click the open link icon |
to view the topic in