Exploring other Virtual Agent features
Summarize
Summarized using AI
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
Summary of Exploring other Virtual Agent features
This content provides insights into enhancing the functionality of ServiceNow's Virtual Agent after mastering the basics. It highlights various features designed to improve both authoring and user experience, enabling ServiceNow customers to create more effective conversational interfaces.
Show less
Key Features
- Channel Deployment: Virtual Agent can be deployed beyond the web client, allowing customization of conversation flows for different channels.
- Link Unfurling: This feature generates content-rich previews of shared links, improving interaction quality across devices and channels.
- AI Search Integration: AI Search can serve as a fallback for unmatched user queries, displaying relevant search results to enhance user experience.
- Topic Blocks: Reusable topic blocks can streamline maintenance by centralizing common functionalities across multiple topics.
- Custom Controls: Customers can create tailored input and response controls for specialized tasks that standard controls may not accommodate.
- Flow Designer Integration: Workflows created in Flow Designer can be integrated into Virtual Agent, allowing secure handling of sensitive information.
- Agent Handoff: Customize the Virtual Agent to transfer conversations to live agents when necessary.
- Incident Auto-Resolution: Virtual Agent can initiate conversations to resolve incidents submitted via email or the ServiceNow Service Portal.
- Localization: Utilize the ServiceNow Localization Framework to translate topics and NLU models for diverse user bases.
- REST API Support: Integrate Virtual Agent with any chat interface using the REST API available in the ServiceNow Store.
Key Outcomes
By leveraging these features, ServiceNow customers can create more robust conversational experiences, streamline maintenance, and effectively manage user interactions. The integration capabilities enable a seamless flow of information and tasks, enhancing overall service delivery and user satisfaction.
After creating topics with the basic Virtual Agent Designer controls and scripting, you can also enhance conversation functionality and topic maintenance by using additional Virtual Agent features.
After learning the basics, here are some other Virtual Agent features that may help you improve your authoring and end-user experience.
- Deploy Virtual Agent in other channels
- By default, Virtual Agent runs in a web client, but you can also run it in other channels. While some features may not be available in certain channels (such as the carousel user input control), you can customize your conversation flow to accommodate these differences.
- Use link unfurling in Virtual Agent
- Virtual Agent supports link unfurling on the web client, mobile devices, and various channels. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response.
- Improve the user experience with AI Search
- What happens when a user utterance isn't matched to a keyword or intent? Enable AI Search as a fallback so that the user sees a list of search results as a response when no other match is found.
- Maximize code reuse with topic blocks
- Rather than duplicate common functionality in multiple topics, you can create reusable topic blocks that you can reference in many topics. This allows you to maintain frequently used functionality in one central location.
- Customize Virtual Agent with custom controls
- If a Virtual Agent Designer control doesn't quite work for what you want to achieve, create a custom control. You can create your own controls to accept input from the conversation, as well as custom response controls to handle the output. Use these controls within topics to handle specialized tasks.
- Integrate Virtual Agent with Flow Designer workflows
- If your company is using Flow Designer to create workflows, you can integrate them into Virtual Agent. You may need to do this if your conversations require you to pass secure inputs, such as a password. Flow Designer actions and subflows support the password2 data type, which lets you pass the input securely.
- Use Virtual Agent with Agent Chat
- Customize Virtual Agent to hand off some conversations to a live agent when needed.
- Use Virtual Agent for Incident Auto-Resolution
- Initiate a Virtual Agent conversation with an end user after they submit an incident through email or the ServiceNow® Service Portal if an existing Virtual Agent topic can resolve the issue.
- Localize Virtual Agent topics
- Use the ServiceNow Localization Framework to translate topics and NLU models into other languages.
- NLU Workbench - Advanced Features
- Expand the functionality of NLU Workbench to help you manage and improve your models. NLU Workbench - Advanced Features is available from the ServiceNow Store.
- Integrate Virtual Agent with other portals and apps
- Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are.
- Use Virtual Agent REST API in a standalone or multi-bot environment
- Integrate any chat interface or bot using this REST API that is available in the ServiceNow Store.
Additional resources
Take advantage of the following ServiceNow® resources to help you customize your Virtual Agent: