Using Virtual Agent for Public Sector Digital Services
Summarize
Summary of Using Virtual Agent for Public Sector Digital Services
ServiceNow administrators can leverage Virtual Agent for Public Sector Digital Services to design chatbot conversations tailored to public sector scenarios. This subscription-based capability enables the creation of conversation topics that help constituents with self-service tasks, such as submitting government service cases or accessing information about regulations and benefits.
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Admins and topic authors can either build custom public sector topics or adapt pre-built Virtual Agent conversations provided through the Virtual Agent platform and Customer Service Virtual Agent Conversations plugin (com.sncsm.virtualagent).
Key Features
- Pre-built Topic Blocks: These reusable subflows simplify conversation design by managing common tasks like record addition or retrieval. Public Sector Digital Services Core application offers specific topic blocks such as:
- Prompt Service for Constituent: Prompts users to select from available government services (e.g., permits, licenses).
- Create Public Sector Additional Members: Allows constituents to add authorized individuals who can view a case or issue.
- Extensibility: Pre-built conversations and topic blocks can be duplicated, customized, and published to suit unique public sector workflows.
- Input Parameters Configuration: For example, the Additional Members topic block requires specifying parameters such as
caseid(the sysid of the case) andcasetype(the service extension).
Practical Guidance for Customers
- Ensure activation of the Customer Service Virtual Agent Conversations plugin (com.sncsm.virtualagent) to access pre-built conversations and topic blocks.
- Identify public sector use cases before creating or customizing conversations.
- Use Virtual Agent Designer to preview and test pre-built topics and topic blocks using filters for efficient navigation.
- Duplicate and publish pre-built topics or blocks before modifying them for your environment.
- Add relevant topic blocks to calling topics to compose comprehensive and reusable conversation flows.
Benefits for ServiceNow Customers
By using Virtual Agent for Public Sector Digital Services, customers can rapidly deploy intelligent chatbots that improve constituent engagement and streamline government service delivery. The modular approach with topic blocks reduces development time, ensures consistency, and simplifies ongoing maintenance of conversational workflows tailored to public sector needs.
As an admin, you can use Virtual Agent to create chatbot conversations tailored to public sector use cases.
With Virtual Agent for Public Sector Digital Services, which is available by subscription, you can build conversation topics that assist your constituents with self-service tasks. For example, you can create Virtual Agent topics that enable constituents to submit government service cases or help them find relevant information on government regulations or benefits.
As admins or topic authors, you can build your own custom, public sector conversation topics. Or, you can use pre-built conversations that are available with the Virtual Agent platform and Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent) and modify them for public sector use cases.
When you’re creating or modifying topics, you can also use pre-built components called topic blocks. These blocks are subflows that run conversational elements or common tasks in a conversation, such as adding or retrieving records. Pre-built topic blocks are included with the Virtual Agent platform and Customer Service conversations. Topic blocks enable topic authors to quickly add standard functions to Virtual Agent conversations, simplifying conversation design and maintenance.
- Prompt Service for Constituent – Asks constituents to select a type of government service.
- Create Public Sector Additional Members – Prompts constituents to add other persons who have an authorized interest in an issue or case.
To learn more about topic blocks and how to use them in Virtual Agent conversations, see Maximizing code reuse with topic blocks.
Before building Virtual Agent topics for public sector use cases
- Activate the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent) to access pre-built Customer Service conversations and topic blocks.
- Determine the public sector use cases for topics to be created.
- In Virtual Agent Designer:
- Preview (test) pre-built topics and topic blocks, such as the public sector blocks, to see how they work. Use the Type filter to sort the list of items, such as topic blocks, in the Topics page.
- If you want to use a pre-built topic or topic block, duplicate and publish it.
- Add the appropriate copies of topic blocks, such as the public sector topic blocks, to
the originating (calling) topic. To learn more about adding topic blocks to a conversation,
see Add a reusable topic block to a calling
topic or topic block
Note:You can use both public sector topic blocks in a conversation.
Prompt Service for Constituent topic block
Use this topic block in a conversation to ask constituents to select a service from a list of available government services, for example permits or licenses. Activate the Customer Service Virtual Agent Conversations (com.sn_csm.virtualagent) plugin to use this topic block.
Create Public Sector Additional Members topic block
Use this topic block to let your constituents specify other people, such as family members or other authorized individuals, who can view a case or issue. Activate the Customer Service Virtual Agent Conversations (com.sn_csm.virtualagent) plugin to use this topic block.
| Parameter | Description |
|---|---|
case_id |
sys_id of the public sector case record created. |
case_type |
Extension of the base public sector service. |