Integrating Now Assist in Virtual Agent with Microsoft Copilot

  • Release version: Xanadu
  • Updated November 7, 2024
  • 2 minutes to read
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    Summary of Integrating Now Assist in Virtual Agent with Microsoft Copilot

    This guide focuses on integrating Now Assist in Virtual Agent with Microsoft Copilot using Conversational Integration with Microsoft Teams. This integration allows users to leverage generative AI within Microsoft Teams, enhancing the conversational experience without requiring additional configurations on the ServiceNow instance.

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    Key Features

    • Seamless Integration: The integration utilizes the existing Conversational Integration with Microsoft Teams application, which simplifies the setup process.
    • Automatic Configuration: If the Xanadu version of the Conversational Integration with Microsoft Teams is installed, the integration with Copilot happens automatically.
    • No Additional Setup Required: For both default and self-configured bots, no extra configurations are necessary to connect with Microsoft Copilot.

    Key Outcomes

    After completing the integration, users can interact with the Now Virtual Agent bot directly within Microsoft Copilot by either @-mentioning the bot or selecting it from the Agents section. This enables a more efficient and enhanced interaction with the Virtual Agent, leveraging the capabilities of both ServiceNow and Microsoft Copilot to improve user experience and productivity.

    Integrate your Now Assist Virtual Agent with Microsoft Copilot using Conversational Integration with Microsoft Teams to leverage the generative AI conversational experience.

    The Microsoft Copilot integration uses the existing setup and configuration experience for Microsoft Teams through the Conversational Integration with Microsoft Teams application, because the primary use case for Copilot is an extension of Microsoft Teams.

    The default Conversational Integration with Microsoft Teams plugin (sn_va_teams) automatically integrates with Copilot. For the integration to work automatically, verify that you have:
    • The Xanadu version of the Conversational Integration with Microsoft Teams application installed and configured. If you have a previous version of the application, upgrade it to the Xanadu release.
    • The Microsoft Copilot license.
      Note:
      • Before the integration, make sure that Copilot is enabled on your Microsoft Teams tenant.
      • No configuration changes are required on your ServiceNow instance to integrate with Microsoft Copilot.
      • There are no additional configurations required for Copilot.
    • The Now Assist license and verify that the Now Assist in Virtual Agent is configured. For more information, see Configuring Now Assist in Virtual Agent.
    • Enable the teams bot (the Now Virtual Agent bot or the Self-configured bot, which you would like to use for Copilot integration) for the Now Assist Conversations in the All > Conversational Interfaces > Assistants > Display experience > Channels section.

      For more information, see Configuring Now Assist in Virtual Agent.

    Integrate Microsoft Copilot with Now Virtual Agent bot

    If you're using the default Now Virtual Agent bot, no additional setup is required. The process of integrating the Now Virtual Agent bot with Microsoft Copilot is similar to that of integrating the Now Virtual Agent bot with Microsoft Teams.

    For more information, see Integrating ServiceNow Virtual Agent with Microsoft Teams.

    To interact with the Now Virtual Agent bot within Copilot, you can either @-mention the bot name and invoke it or navigate to the Agents section on the right panel within Copilot to select it for direct interaction.
    Figure 1. Selecting the Now Virtual Agent bot within Copilot
    Select the Now Virtual Agent bot within Copilot for your interaction.

    The default Now Virtual Agent app that is compatible with Microsoft Copilot integration is available on the Microsoft Teams store for use.

    Integrate Microsoft Copilot with Self-configured bot

    Use your Self-configured bot to connect with Microsoft Copilot. The process of integrating the Self-configured bot with Microsoft Copilot is similar to that of integrating the Self-configured bot with Microsoft Teams. For more information, see Integrating Virtual Agent with Microsoft Teams using the self-configured bot.