TuneUp Your Virtual Agent – UX (User Experience)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • This Accelerator provides guidance on fine-tuning Virtual Agent conversations to optimize value.

    Overview

    The TuneUp Your Virtual Agent – UX Accelerator provides Impact customers with an assessment of the Virtual Agent setup from the end user's perspective with prescriptive guidance to address and improve the Virtual Agent experience. An analysis of the user experience, an overview of Conversational Design leading practices, and recommendations on how best to improve are included.

    See Virtual Agent for additional information on Virtual Agent.

    Note:
    This Accelerator is available in Guided, Advanced, and Total packages.

    Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions.

    What You Get

    Virtual Agent User Experience Assessment
    • Provisioning of a temporary instance
    • Activating or upgrading and configuring necessary plugins
    • Assessing the Virtual Agent user experience
    Customer Coaching Session #1 (up to 90 minutes)
    Customer provided 30 days of access to the temporary instance
    Review of:
    • Conversational Design leading practices
    • Designing effective conversations
    • Demonstration of conversational design leading practices
    • Prescriptive guidance on how to enhance experience
    Customer Coaching Session #2 (Optional upon Customer request, up to 60 minutes)
    Opportunity for Questions and Answers related to Virtual Agent user experience

    Requested Customer Resources

    Customer Resource  Responsibilities 
    Virtual Agent Lead (Required)

    Subject matter expert responsible for ServiceNow ITSM Virtual Agent.
    System Administrator(s) (Required)

    Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Developer(s) (Required)

    Writes code for the ServiceNow platform.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested Information

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use).

    ServiceNow is not responsible for implementing any of the recommended configuration changes in Customer’s sub-production or production instances.