Using Virtual Agent for Public Sector Digital Services
Summarize
Summary of Using Virtual Agent for Public Sector Digital Services
ServiceNow's Virtual Agent for Public Sector Digital Services enables administrators to create customized chatbot conversations tailored specifically for public sector use cases. This subscription-based offering helps constituents perform self-service tasks such as submitting government service cases or accessing information about regulations and benefits. Admins and topic authors have the flexibility to build custom topics or adapt pre-built conversations provided by the Virtual Agent platform and the Customer Service Virtual Agent Conversations plugin.
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Key Features
- Pre-built Conversations and Topic Blocks: Reusable components called topic blocks simplify conversation design by handling common tasks like adding or retrieving records within conversations.
- Public Sector-Specific Topic Blocks: The Public Sector Digital Services Core application includes specialized topic blocks such as:
- Prompt Service for Constituent: Prompts users to select a government service type (e.g., permits, licenses).
- Create Public Sector Additional Members: Allows constituents to add authorized individuals (e.g., family members) who can access a case or issue.
- Customization and Flexibility: Use, duplicate, modify, and publish pre-built topics and topic blocks to best fit your organization’s public sector scenarios.
Practical Guidance for Implementation
- Prerequisites: Activate the Customer Service Virtual Agent Conversations plugin (com.sncsm.virtualagent) to access pre-built content and topic blocks.
- Design Process: In Virtual Agent Designer, preview and test pre-built topics and topic blocks using filters to find relevant components.
- Integration: Add copies of public sector topic blocks into your custom topics to incorporate standard conversational functions efficiently.
- Parameter Configuration: When using the Create Public Sector Additional Members topic block, specify input parameters such as caseid (the unique identifier of the case record) and casetype (the specific type of public sector service) to properly link the conversation flow.
Benefits for ServiceNow Customers
By leveraging Virtual Agent for Public Sector Digital Services, you can accelerate the deployment of intelligent, self-service chatbots that improve constituent engagement and reduce manual service workloads. Using pre-built and customizable conversation elements, your team can efficiently build and maintain chatbots that address common public sector interactions, resulting in quicker case submissions and easier access to government information.
As an admin, you can use Virtual Agent to create chatbot conversations tailored to public sector use cases.
With Virtual Agent for Public Sector Digital Services, which is available by subscription, you can build conversation topics that assist your constituents with self-service tasks. For example, you can create Virtual Agent topics that enable constituents to submit government service cases or help them find relevant information on government regulations or benefits.
As admins or topic authors, you can build your own custom, public sector conversation topics. Or, you can use pre-built conversations that are available with the Virtual Agent platform and Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent) and modify them for public sector use cases.
When you’re creating or modifying topics, you can also use pre-built components called topic blocks. These blocks are subflows that run conversational elements or common tasks in a conversation, such as adding or retrieving records. Pre-built topic blocks are included with the Virtual Agent platform and Customer Service conversations. Topic blocks enable topic authors to quickly add standard functions to Virtual Agent conversations, simplifying conversation design and maintenance.
- Prompt Service for Constituent – Asks constituents to select a type of government service.
- Create Public Sector Additional Members – Prompts constituents to add other persons who have an authorized interest in an issue or case.
To learn more about topic blocks and how to use them in Virtual Agent conversations, see Maximizing code reuse with topic blocks.
Before building Virtual Agent topics for public sector use cases
- Activate the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent) to access pre-built Customer Service conversations and topic blocks.
- Determine the public sector use cases for topics to be created.
- In Virtual Agent Designer:
- Preview (test) pre-built topics and topic blocks, such as the public sector blocks, to see how they work. Use the Type filter to sort the list of items, such as topic blocks, in the Topics page.
- If you want to use a pre-built topic or topic block, duplicate and publish it.
- Add the appropriate copies of topic blocks, such as the public sector topic blocks, to
the originating (calling) topic. To learn more about adding topic blocks to a conversation,
see Add a reusable topic block to a calling
topic or topic block
Note:You can use both public sector topic blocks in a conversation.
Prompt Service for Constituent topic block
Use this topic block in a conversation to ask constituents to select a service from a list of available government services, for example permits or licenses. Activate the Customer Service Virtual Agent Conversations (com.sn_csm.virtualagent) plugin to use this topic block.
Create Public Sector Additional Members topic block
Use this topic block to let your constituents specify other people, such as family members or other authorized individuals, who can view a case or issue. Activate the Customer Service Virtual Agent Conversations (com.sn_csm.virtualagent) plugin to use this topic block.
| Parameter | Description |
|---|---|
|
case_id |
sys_id of the public sector case record created. |
|
case_type |
Extension of the base public sector service. |