Exploring ITSM Virtual Agent
Summarize
Summary of Exploring ITSM Virtual Agent
The ServiceNow ITSM Virtual Agent offers an intelligent conversational interface that assists users by handling common IT-related queries and incidents. It enables IT technicians to focus on more complex tasks by deflecting simpler requests to the Virtual Agent, improving both technician and employee experiences through immediate, self-service support.
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Key Features
- User Satisfaction: Provides always-on, omni-channel support across platforms like Slack, Microsoft Teams, Facebook Messenger, and Workplace, delivering personalized, fast assistance that remembers user details throughout the conversation.
- Increased Productivity: Reduces ticket volumes and call loads by deflecting routine incidents, benefiting both users and IT staff with efficient service delivery.
- Automation Support: Automates common support tasks to scale support operations and free agents for complex issues.
- Empowered Service Owners: Allows service owners to implement and refine AI capabilities quickly without requiring data science expertise.
- Natural Language Understanding (NLU): Utilizes NLU to interpret user language contextually for more accurate interactions, with options to use keyword matching for faster deployment or NLU for enhanced experience. The ITSM NLU Model for Virtual Agent Conversations, available from the ServiceNow Store, includes pre-built intents and utterances for common ITSM scenarios like ticket escalation, outage checks, and email setups.
- Automatic Notifications: Virtual Agent sends proactive updates about incident statuses and approval requests. Notifications are configured on the Task and Approval tables to alert users and approvers automatically when relevant status changes or approvals occur.
Practical Benefits for ServiceNow Customers
By integrating the ITSM Virtual Agent, customers can expect faster resolution of routine IT issues, higher user satisfaction through personalized and immediate support, and improved IT staff productivity by reducing manual workload. The use of NLU enhances the quality of conversations, while automatic notifications keep users and managers informed in real time. This enables a scalable, efficient, and user-friendly IT support experience.
The ServiceNow ITSM Virtual Agent provides assistance through conversations within an intelligent messaging interface.
ITSM Virtual Agent overview
Empower your IT technicians to concentrate on more challenging, demanding user requests and incidents by deflecting the most common, simpler incidents to a virtual agent. ITSM Virtual Agent enhances both the IT technician experience and the employee experience by addressing IT-related queries immediately.
Virtual Agent benefits
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Components
- Natural Language Understanding
You can use Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings, recognize word contexts, and infer user or system actions.
You can decide whether you want ITSM Virtual Agent to use only keywords, which result in quicker time-to-value in the short term. Or you can choose to use NLU, which results in a better employee experience in the long term.
ITSM Virtual Agent and the ITSM NLU Model for Virtual Agent Conversations are available from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
The ITSM NLU Model for Virtual Agent Conversations provides pre-built NLU entities, intents, and utterances. Some of the provided intents and utterances include:- Escalate Ticket topic:
- Raise incident INC0010023 ticket priority to higher level
- Raise the priority on my open ticket
- Check Outages and Service Degradations topics:
- Are there currently any reported company-wide issues?
- Is there an outage?
- Email Setup topic
- I want to set up email on my mobile device
- How do I set up company email on my phone?
Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.
- Escalate Ticket topic:
- ITSM Virtual Agent automatic notifications
Virtual Agent proactively informs you about the status of your incidents and requests. Managers are alerted when they have approvals.
- ITSM Virtual Agent notification defined on the Task [task] table
- These notifications are used by fulfillers and employees. The Task type filter on the Task table enables automatic status notification when the value is Incident or Requested item. When the state of the incident or requested item task changes, a Virtual Agent message is sent to the user.
- ITSM Virtual Agent notification defined on the Approval [sysapproval_approver] table
- These notifications are used by request management or knowledge management. When an approval is submitted, an automatic Virtual Agent message is sent to the approver alerting them of the approval request.