Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent

    The Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent enables ServiceNow customers to efficiently schedule, reschedule, and cancel meetings directly through Virtual Agent interactions. Leveraging Microsoft Exchange Online integration and Natural Language Understanding (NLU), this solution simplifies meeting management within the ITSM Virtual Agent framework.

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    This capability requires the Microsoft Exchange Online spoke and properly configured email addresses for attendees within the User [sysuser] table. Additional integration with collaboration tools such as Microsoft Teams, Cisco Webex Teams, and Zoom is supported through their respective spokes, allowing users to include meeting links seamlessly.

    Key Features

    • Meeting Scheduling: Users provide attendee email addresses, meeting time, and duration. Virtual Agent suggests available times based on invitees' calendars, collects subject and description, and allows selection of meeting type (virtual/online, conference room, or hybrid). Integration with Teams, Webex, or Zoom spokes enables automatic addition of meeting links.
    • Meeting Cancellation: Users specify the date and time range of the meeting to cancel. Virtual Agent lists matching meetings, allowing selection of individual or all meetings within the range, then confirms cancellation and sends email notifications.
    • Meeting Rescheduling: Users input the original meeting date, select the meeting to reschedule from a list, and provide a new meeting time. Virtual Agent confirms the update and supports rescheduling multiple meetings consecutively.
    • Natural Language Understanding (NLU): Identifies user intents to trigger appropriate meeting management actions for a conversational and intuitive experience.
    • Collaboration Tool Integration: Optional usage of Microsoft Teams, Cisco Webex Teams, or Zoom spokes to attach meeting links, enhancing virtual meeting facilitation.
    • Employee Experience VA topic blocks: Utilized to support the conversational flows in the Virtual Agent.
    • Scope Requirement: The topic must be duplicated and used within the ITSM Virtual Agent Conversations scope to avoid script logic errors.

    Key Outcomes

    • Streamlined Meeting Management: ServiceNow customers can manage meetings efficiently without leaving the Virtual Agent interface, reducing manual effort and improving user productivity.
    • Integrated Collaboration Links: Automatically adding collaboration meeting links ensures meetings are ready for virtual participation, saving time and avoiding errors.
    • Improved Scheduling Accuracy: Calendar-based availability checks minimize scheduling conflicts and optimize meeting times.
    • Consistent User Experience: NLU-driven conversational flows create a natural and user-friendly way to manage meetings.
    • Deprecation Notice: The Manage Meetings EXO v1.0 replaces the older deprecated topic, offering enhanced features and better integration support.

    ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Online. Using the Manage Meetings EXO topic, you can schedule, reschedule, and cancel a meeting.

    Manage Meetings EXO v1.0

    Natural Language Understanding (NLU) is used to identify and trigger the meeting action that a user wants to perform. Users can schedule, reschedule, or cancel a meeting.

    Requirements:
    Note:
    If this topic is duplicated in a different scope than ITSM Virtual Agent Conversations, script logic can be affected and cause errors. This topic must be duplicated in the ITSM Virtual Agent Conversations scope.
    Basic flow for scheduling a meeting:
    1. User enters the email addresses for all attendees, the meeting time, and the meeting duration.
    2. Virtual Agent provides a list of available meeting times, based on the calendars of the invitees.
    3. User enters the meeting subject and description.
    4. User can choose the type of meeting: virtual/online, conference room, or hybrid.

      If the spokes are enabled on the instance, the user can add a meeting link for Microsoft Teams, Webex, or Zoom.

    5. Virtual Agent returns the meeting link (if applicable) and the meeting details.
    6. User confirms that Virtual Agent should schedule the meeting.
    7. Once the user confirms, Virtual Agent sends the email invitations and schedules the meeting.
    Note:
    The user can also schedule a meeting through Virtual Agent using the Microsoft Teams service.
    Basic flow for canceling a meeting:
    1. User enters the start and end date and time of the original meeting.
    2. Virtual Agent returns a list of potential meetings to cancel.
    3. User selects the desired meeting or can choose to cancel all meetings during the specified duration.
    4. Virtual Agent cancels all specified meetings and sends the user a confirmation email.
    Basic flow for rescheduling a meeting:
    1. User enters the original meeting date.
    2. Virtual Agent returns a list of potential meetings to reschedule.
    3. User selects the desired meeting.
    4. User enters a new meeting time.
    5. Virtual Agent confirms that the meeting has been rescheduled.
    6. User can reschedule additional meetings, if desired.

    Manage Meetings EXO (deprecated)

    This topic is deprecated. Use Manage Meetings EXO v1.0 instead.

    Requirements:
    Note:
    If this topic is duplicated in a different scope than ITSM Virtual Agent Conversations, script logic can be affected and cause errors. This topic must be duplicated in the ITSM Virtual Agent Conversations scope.
    Basic flow for scheduling a meeting:
    1. User enters the email addresses for all attendees, the meeting time, and the meeting duration.
    2. Virtual Agent provides a list of available meeting times, based on the calendars of the invitees.
    3. User enters the meeting subject and description.
    4. If the admin configured the script variable default_collaboration_software and the appropriate spoke is enabled on the instance, the user can add a Zoom link or a Microsoft Teams link.
    5. Virtual Agent returns the meeting link (if applicable) and the meeting details.
    6. User confirms that Virtual Agent should schedule the meeting.
    7. Once the user confirms, Virtual Agent sends the email invitations and schedules the meeting.
    Note:
    The user can also schedule a meeting through Virtual Agent using the Microsoft Teams service.
    Basic flow for canceling a meeting:
    1. User enters the start and end date and time of the original meeting.
    2. Virtual Agent returns a list of potential meetings to cancel.
    3. User selects the desired meeting or can choose to cancel all meetings during the specified duration.
    4. Virtual Agent cancels all specified meetings and sends the user a confirmation email.
    Basic flow for rescheduling a meeting:
    1. User enters the original meeting date.
    2. Virtual Agent returns a list of potential meetings to reschedule.
    3. User selects the desired meeting.
    4. User enters a new meeting time.
    5. Virtual Agent confirms that the meeting has been rescheduled.
    6. User can reschedule additional meetings, if desired.