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Customer Service Virtual Agent conversations

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Customer Service Virtual Agent conversations

The pre-built Customer Service Virtual Agent chatbot conversations are designed for your customers to get help with the product. A conversation topic defines the dialog between the Virtual Agent (chat support bot) and the user to accomplish a specific goal. When Natural Language Understanding (NLU) models are integrated with your virtual agent chatbot topics, it enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent.

Activating Virtual Agent conversations

The system administrator or a virtual agent admin must do the following to enable the chatbot conversations:
  • Enable the Glide Virtual Agent plugin (com.glide.cs.chatbot).
  • Enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
  • Publish the following read-only pre-defined virtual agent chatbot topics:
    Note: You can duplicate a topic and then customize it.
    • Check Case Status

      Users can search cases and check the status of an existing case.

    • Get Help with a Product

      Users can get help on an issue with a product, search relevant knowledge articles, or create a case for the issue.

    • Get Help

      This topic is for users who are not logged in and want to chat anonymously. Users can use keywords and search relevant knowledge articles or choose to be transferred to a live agent. You can integrate this topic with the Virtual agent - Facebook messaging integration to enable chat using your messaging application.

    • Get Help with an Order

      Users can get help on an issue with an existing order, search relevant knowledge articles, or create a case for the issue.

Your users can run the published topics in your chat support client.

Activating Virtual Agent conversations with NLU

  • The Customer Service NLU Model for Virtual Agent Conversations (com.sn_csm.nlu) plugin is automatically enabled when you enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
    After you enable the plugin, you can view the following read-only intents for the Customer Service NLU for VA models in Studio:
    • CheckCaseStatus
    • GetHelp
    • GetHelpWithProduct
    • GetHelpWithOrder

    Each intent corresponds to a chatbot topic. To customize an intent, you can import an existing intent from the Customer Service NLU for VA model and then link the NLU model with the associated intent for the topic.

  • Enable ServiceNow NLU in the general settings.
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