Contents IT Service Management Previous Topic Next Topic ITSM Virtual Agent Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share 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.soundcloudhttps://omny.fm/shows/servicenow-techbytes/episode-43-virtual-agent/embed- topic/object file:/mnt/jenkins/workspace/dita/zoominV4_2.4.4_NCodeFreezebranch_002-test-sn-newyork-build/doc/source/product/itsm-virtual-agent/concept/itsm-virtual-agent.ditaobject:1;40:92 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). Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot). Activate the ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent conversation topics. Review the ITSM conversation topics in Virtual Agent Designer. 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. 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-inNote: 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 conversationsITSM 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. On this page Send Feedback Previous Topic Next Topic
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.soundcloudhttps://omny.fm/shows/servicenow-techbytes/episode-43-virtual-agent/embed- topic/object file:/mnt/jenkins/workspace/dita/zoominV4_2.4.4_NCodeFreezebranch_002-test-sn-newyork-build/doc/source/product/itsm-virtual-agent/concept/itsm-virtual-agent.ditaobject:1;40:92 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). Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot). Activate the ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent conversation topics. Review the ITSM conversation topics in Virtual Agent Designer. 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. 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-inNote: 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 conversationsITSM 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.
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.soundcloudhttps://omny.fm/shows/servicenow-techbytes/episode-43-virtual-agent/embed- topic/object file:/mnt/jenkins/workspace/dita/zoominV4_2.4.4_NCodeFreezebranch_002-test-sn-newyork-build/doc/source/product/itsm-virtual-agent/concept/itsm-virtual-agent.ditaobject:1;40:92 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). Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot). Activate the ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent conversation topics. Review the ITSM conversation topics in Virtual Agent Designer. 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. 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-inNote: 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 conversationsITSM 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.
