Virtual Agent Topic Recommendations release notes

  • Release version: Store
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Virtual Agent Topic Recommendations Release Notes

    The Virtual Agent Topic Recommendations feature in ServiceNow provides a streamlined way to enhance customer interactions by suggesting relevant topics. This document outlines the version history and key updates for the application as of August 1, 2024.

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    Key Features

    • Version Updates: The latest version (4.5.5) includes security dependency updates. Previous versions addressed various fixes, including translation issues, accessibility improvements, and user interface enhancements.
    • Recommendation Filters: New filtering options allow users to display or hide previously added or ignored recommendations, enhancing the relevance of suggested topics.
    • NLU Model Integration: Users can group NLU models, map topics to existing groups, and easily bind intents after training, improving the efficiency of managing topic recommendations.
    • Enhanced User Interface: Updates to the user interface include improved status indicators for topics and direct editing capabilities for report data filters.

    Key Outcomes

    With these updates, ServiceNow customers can expect improved accessibility and usability of the Virtual Agent Topic Recommendations. Enhanced filtering and NLU integration streamline topic management, allowing for a more effective customer service experience. The improvements ensure that users can easily navigate and utilize recommendations, ultimately driving better engagement and support outcomes.

    Version history for the Virtual Agent Topic Recommendations on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 4.5.5 - August 2024 (Xanadu)
    Dependency update for security.
    Version 4.5.3 - November 2023
    Fixes.
    Version 4.5.2 - August 2023 (Vancouver)
    Fixed: Translation and internationalization issues.
    Version 4.4.2 - May 2023
    • Fixed:
      • After selection of a topic to link screen reader is reading extra information ""0 results found.""
      • Keyboard focus is getting lost after activating ""Last 90 days"" button and dialog is not accessible under ""Get Recommendations"" dialog.
      • Keyboard focus is getting lost when user activate ""Remove this condition"" button in ""Get Recommendation"" dialog.
      • Report Vidoe ACL warning updates.
    Version 4.3.0 - November 2022
    • Fixed: Accessibility-related issues.
    • Removed: Removed "Recommendation Settings" from the Next Experience Unified Navigation All menu; Topic Recommendations Settings can now be accessed through Conversational Interfaces Settings.
    Version 4.2.0 - August 2022
    • New:
      • Surface the most relevant recommendations with new filter options to display/hide previously added or ignored recommendations; when a user is reviewing the individual recommendation in the popover window, they can mark that recommendation to be selected or ignored.
      • A new system property can be set to limit how many topic recommendations are displayed (default 30); where there are more,See more links display additional recommendations.
      • Updated summary status box that provides confirmation of new topics or intents that were successfully added, along with links to customize the newly added topics/intents or to tune the NLU model(s). The Customize these topics link opens VA Designer with the category filter set to Recommended. The Tune NLU Model link opens NLU Workbench.
    Version 2.1.0 - September 2021
    Fixed: Show error when NLU validation fails (models must have at least 2 intents and 5 utterances each).
    Version 2.0.0 - August 2021
    • New:
      • NLU model grouping support
        • Create new model group for a topic
        • Map the topic to an existing model group
        • Map the topic to a standalone model
      • One-click NLU intent binding after training
      • Link/unlink a recommendation to an existing topic
      • Improved user interface
        • Edit data filters for a report directly in Topic Recommendations
        • Collating data by taxonomy
        • Improved status indicators for topics: New, Added/Linked, Active/Inactive
        • Topic completion chart for active topics
    Version 1.0.4 - April 2021
    Fixed: Bug fixes and performance changes.
    Version 1.0.2 - February 2021
    Fixed: Minor fixes.