UX: Virtual Agent Experience Design or Review

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • This accelerator provides guidance on designing or improving the conversational experience of Virtual Agent or Now Assist in Virtual Agent.

    Accelerator Overview

    UX: Virtual Agent Experience Design or Review helps Impact customers create more intuitive and efficient Virtual Agent (VA) and Now Assist in VA experiences. We will review their existing VA implementation and share conversation design best practices to help users resolve inquiries faster with less frustration. We will provide actionable recommendations to enhance user interactions, streamline conversation flows, and boost overall satisfaction.

    Nota:
    This Accelerator is available for Impact Guided, Guided+ (Platform Governance), Advanced and Total Packages.

    What You Get

    Session Preparation
    • Provision of a temporary instance
    • Activation and configuration of related plugins, if needed
    • Review of customer goals and current VA user experience, if available, to assess and provide recommendations for improvement
    Customer Coaching Session #1 (up to 90 min)

    Includes the following:

    • Overview of conversation design leading practices
    • Demonstration of effective conversations
    • Review and discussion of UX recommendations to enhance overall VA experience
    Customer Coaching Session #2 (Optional-up to 60 min)
    Opportunity for Q&A as recommended by the UX Consultant

    Requested Customer Resources

    Tabela 1. Customer resource and responsibilities
    Customer Resource Responsibilities Required Recommended
    Product Owner Subject matter expert responsible for managing customer's Virtual Agent. ✓
    UX & OCM Expert Primary stakeholders and advocates for user experience and organizational change management. ✓
    Process/Service Owner(s) A senior leader within each business unit for each major process or service (e.g., incident, change, employee onboarding) who is accountable for ensuring the process is fit for purpose. ✓
    Trusted Service Partner(s) Attends ServiceNow Impact accelerator coaching session(s) to understand leading practices and potentially support customer going forward. ✓

    Requested Information/Access

    Nota:
    Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix.