Use Now Assist for Accounts Payable Operations (APO) in a Virtual Agent chat
Use the conversational interface of Now Assist for Accounts Payable Operations (APO) to request contextually relevant generative AI capabilities through a Virtual Agent chat.
As a fulfiller, you can use the predefined topics (chatbot conversations) that are designed to help you complete self-service tasks. You can submit a request, track a request status, or connect to a live agent by using contextual generative AI capabilities.
To start a conversation, navigate to and select the Virtual Agent chat icon (
) as shown in the following example.
Then, see all your available options by selecting Show all my options as shown in the following example.
Using a predefined topic to submit a request
As a fulfiller, you can submit an invoice inquiry by selecting . You could also directly start entering the instructions.
Then, enter Invoice inquiry in the chat, select an inquiry type, and create an invoice case by selecting Yes, submit as shown in the following example.
Using a predefined topic to track a request status
As a fulfiller, you can track an invoice inquiry status by selecting . You could also directly start entering the instructions.
For example, enter Invoice case number or invoice number in the chat to view the status of the request as shown in the following example.
Using a predefined topic to connect to a live agent
As a fulfiller, you can connect to a live agent by selecting .
You can connect to a live agent by selecting Accounts payable team.
Additional Information
Now Assist in Virtual Agent provides your users with an interactive generative AI experience. A friendly, natural language conversation is easier to understand and makes fulfillers more comfortable with talking to a bot. To learn how a conversation that is powered by generative AI might look in Virtual Agent, see Using Now Assist in Virtual Agent.
As an administrator, you can use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of Now Assist in Virtual Agent as a self-service deflection tool. To learn more, see . Now Assist in Virtual Agent Analytics calculates the conversation deflection rate based on the resolution status associated with Now Assist query responses. For more information, see .
For detailed information on Now Assist in Virtual Agent in general, and Now Assist for APO in particular, see Exploring Now Assist for Accounts Payable Operations (APO).
For information on configuring Now Assist for APO, see Configure Now Assist for Accounts Payable Operations (APO).