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    Home New York IT Service Management IT Service Management ITSM Virtual Agent

    ITSM Virtual Agent

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    ITSM Virtual Agent

    Implement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent enables your technicians to concentrate on more challenging, demanding user requests and incidents.

    Understanding ITSM Virtual Agent

    ITSM Virtual Agent enhances the employee experience by addressing IT-related queries immediately. At any time during a virtual conversation, a user can request to interact with a live IT technician.

    Several predefined ITSM Virtual Agent topic conversations, covering common IT interactions, are included with the base-system application.

    Conversations represent dialogs between the virtual agent and the user to accomplish a specific goal. The information exchanged during the conversation flow, such as user inputs and virtual agent responses, enables the virtual agent to fulfill a request or help complete a task.

    Listen to this 18-minute podcast for a discussion of the Virtual Agent and how it can streamline interactions between a company and its customers and employees.

    Natural Language Understanding

    Implement Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize word contexts to better infer user or system actions.

    You can decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker time-to-value in the short term. Or, you can choose to use NLU, which results in a better employee experience with a virtual agent in the long term.

    Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.

    Refer to the following information for details regarding the NLU feature:Natural Language Understanding and Natural Language Understanding in Virtual Agent

    Administration

    Administrators and users with the virtual_agent_admin role can create and publish conversation topics in Virtual Agent Designer.

    Virtual Agent must be activated before you can use the ITSM Virtual Agent topic conversations. Users with the admin or virtual_agent_admin role can activate the required plugins:
    • Glide Virtual Agent [com.glide.cs.chatbot]
    • ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent)
      Note: ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) contains demo data and automatically activates the ITSM NLU Model for Virtual Agent Conversations plugin (com.snc.itsm.nlu).
    1. Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot).
    2. Activate the ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent conversation topics.
    3. Review the ITSM conversation topics in Virtual Agent Designer.
    4. If you have decided to implement NLU, enable it in the ITSM Virtual Agent application.
      Note: For details about NLU and enabling it for ITSM Virtual Agent, refer to Natural Language Understanding in Virtual Agent.
    5. To use any of the ITSM Virtual Agent conversation topics, publish them in Virtual Agent Designer so that your users can run the conversations in your Virtual Agent support client.
      Note: You cannot edit the provided topics. You can duplicate a provided topic and then edit it. You can also create additional topics. For details, see Virtual Agent Designer.

    Topics must be activated and published before your employees can use them. By default, the base system provides topics as inactive and unpublished. To view, duplicate, preview, or publish ITSM topics in the Virtual Agent Designer, refer to Virtual Agent Designer.

    ITSM Virtual Agent Topic Categories

    The ITSM Virtual Agent predefined topic conversations are contained in several Topic Categories. Categories include:
    • ITSM Fulfiller
    • ITSM IT Issues
    • ITSM Self Service
    • Setup Topics
    • Small Talk Topics

    ITSM Virtual Agent predefined Fulfiller category topic conversations

    Identify Scheduled Changes

    Create Change Request

    Resolve Incident

    Create Problem

    Update Assigned Tasks

    Identify Available Change Windows

    Update Change Request

    ITSM Virtual Agent predefined IT Issues category topic conversations

    Local Admin Access

    RSA Token

    Email Issues

    Manage Distribution List

    Repository Access

    Email Setup

    Meeting Room Issues

    Troubleshoot Slow Computer

    Guest WiFi Access

    Printer Issues

    VPN Connectivity

    ITSM Virtual Agent predefined Self Service category topic conversations

    Submit a request

    Check IT Ticket Status

    Process Approval

    Get Password Reset Link

    My Assigned Equipment

    Service Disruptions

    Search Knowledge Base

    Open IT Ticket

    Escalate IT Ticket

    Walk-up Check-in
    Note: the Walk-up Check-in topic conversation is available when the Walk-up Experience plugin (com.snc.walkup) is activated.

    ITSM Virtual Agent predefined Setup Topics category conversations

    Greetings

    Anything Else Topic

    Live Agent Support

    Closing Conversation

    Personalized Greeting Topic

    Error Handling Topic

    Provide Virtual Agent Feedback

    Fallback Topic

    Virtual Agent Capabilities

    ITSM Virtual Agent predefined Small Talk Topics category conversation

    Time and Date

    • ITSM Virtual Agent conversations

      ITSM Virtual Agent includes several predefined topic conversations designed to help your users complete common IT-related tasks, such as resetting a password and creating an incident.

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    Release version
    Choose your release version

      ITSM Virtual Agent

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      ITSM Virtual Agent

      Implement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent enables your technicians to concentrate on more challenging, demanding user requests and incidents.

      Understanding ITSM Virtual Agent

      ITSM Virtual Agent enhances the employee experience by addressing IT-related queries immediately. At any time during a virtual conversation, a user can request to interact with a live IT technician.

      Several predefined ITSM Virtual Agent topic conversations, covering common IT interactions, are included with the base-system application.

      Conversations represent dialogs between the virtual agent and the user to accomplish a specific goal. The information exchanged during the conversation flow, such as user inputs and virtual agent responses, enables the virtual agent to fulfill a request or help complete a task.

      Listen to this 18-minute podcast for a discussion of the Virtual Agent and how it can streamline interactions between a company and its customers and employees.

      Natural Language Understanding

      Implement Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize word contexts to better infer user or system actions.

      You can decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker time-to-value in the short term. Or, you can choose to use NLU, which results in a better employee experience with a virtual agent in the long term.

      Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.

      Refer to the following information for details regarding the NLU feature:Natural Language Understanding and Natural Language Understanding in Virtual Agent

      Administration

      Administrators and users with the virtual_agent_admin role can create and publish conversation topics in Virtual Agent Designer.

      Virtual Agent must be activated before you can use the ITSM Virtual Agent topic conversations. Users with the admin or virtual_agent_admin role can activate the required plugins:
      • Glide Virtual Agent [com.glide.cs.chatbot]
      • ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent)
        Note: ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) contains demo data and automatically activates the ITSM NLU Model for Virtual Agent Conversations plugin (com.snc.itsm.nlu).
      1. Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot).
      2. Activate the ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent conversation topics.
      3. Review the ITSM conversation topics in Virtual Agent Designer.
      4. If you have decided to implement NLU, enable it in the ITSM Virtual Agent application.
        Note: For details about NLU and enabling it for ITSM Virtual Agent, refer to Natural Language Understanding in Virtual Agent.
      5. To use any of the ITSM Virtual Agent conversation topics, publish them in Virtual Agent Designer so that your users can run the conversations in your Virtual Agent support client.
        Note: You cannot edit the provided topics. You can duplicate a provided topic and then edit it. You can also create additional topics. For details, see Virtual Agent Designer.

      Topics must be activated and published before your employees can use them. By default, the base system provides topics as inactive and unpublished. To view, duplicate, preview, or publish ITSM topics in the Virtual Agent Designer, refer to Virtual Agent Designer.

      ITSM Virtual Agent Topic Categories

      The ITSM Virtual Agent predefined topic conversations are contained in several Topic Categories. Categories include:
      • ITSM Fulfiller
      • ITSM IT Issues
      • ITSM Self Service
      • Setup Topics
      • Small Talk Topics

      ITSM Virtual Agent predefined Fulfiller category topic conversations

      Identify Scheduled Changes

      Create Change Request

      Resolve Incident

      Create Problem

      Update Assigned Tasks

      Identify Available Change Windows

      Update Change Request

      ITSM Virtual Agent predefined IT Issues category topic conversations

      Local Admin Access

      RSA Token

      Email Issues

      Manage Distribution List

      Repository Access

      Email Setup

      Meeting Room Issues

      Troubleshoot Slow Computer

      Guest WiFi Access

      Printer Issues

      VPN Connectivity

      ITSM Virtual Agent predefined Self Service category topic conversations

      Submit a request

      Check IT Ticket Status

      Process Approval

      Get Password Reset Link

      My Assigned Equipment

      Service Disruptions

      Search Knowledge Base

      Open IT Ticket

      Escalate IT Ticket

      Walk-up Check-in
      Note: the Walk-up Check-in topic conversation is available when the Walk-up Experience plugin (com.snc.walkup) is activated.

      ITSM Virtual Agent predefined Setup Topics category conversations

      Greetings

      Anything Else Topic

      Live Agent Support

      Closing Conversation

      Personalized Greeting Topic

      Error Handling Topic

      Provide Virtual Agent Feedback

      Fallback Topic

      Virtual Agent Capabilities

      ITSM Virtual Agent predefined Small Talk Topics category conversation

      Time and Date

      • ITSM Virtual Agent conversations

        ITSM Virtual Agent includes several predefined topic conversations designed to help your users complete common IT-related tasks, such as resetting a password and creating an incident.

      Tags:

      Feedback

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