Using Virtual Agent for Public Sector Digital Services
Summarize
Summary of Using Virtual Agent for Public Sector Digital Services
ServiceNow Virtual Agent for Public Sector Digital Services enables administrators to create and customize chatbot conversations tailored specifically for public sector use cases. This subscription-based solution helps constituents perform self-service tasks, such as submitting government service cases or finding information on regulations and benefits. Admins or topic authors can either build custom conversation topics or modify pre-built conversations available through the Virtual Agent platform and Customer Service Virtual Agent Conversations plugin.
Show less
Key Features
- Pre-built Conversations and Topic Blocks: Use and customize existing conversation topics and reusable subflow components called topic blocks, which simplify conversation design by handling common tasks like adding or retrieving records.
- Public Sector Specific Topic Blocks:
- Prompt Service for Constituent: Asks constituents to select from a list of government services (e.g., permits, licenses).
- Create Public Sector Additional Members: Allows constituents to add authorized individuals (such as family members) to view or be involved in a case.
- Integration Requirements: Activation of the Customer Service Virtual Agent Conversations plugin (com.sncsm.virtualagent) is required to access and use these pre-built conversations and topic blocks.
Practical Guidance for Building Conversations
- Identify public sector use cases to address with Virtual Agent topics.
- Use Virtual Agent Designer to preview and test pre-built topics and topic blocks before customizing or publishing.
- Duplicate pre-built topics and topic blocks to modify and publish them for your environment.
- Add appropriate topic blocks to calling topics to efficiently build conversations leveraging reusable components.
- Specify input parameters such as caseid and casetype when integrating the Public Sector Additional Members topic block, to link constituent input to case records.
Benefits for ServiceNow Customers
By leveraging Virtual Agent for Public Sector Digital Services, your organization can quickly deploy conversational self-service tools that improve constituent engagement and streamline case handling. Utilizing pre-built components reduces development time and complexity, while customization options ensure conversations meet your specific public sector requirements. Activation of the necessary plugins and adherence to the recommended process ensures a smooth implementation experience.
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. |