Conversational Interfaces

Customize the default system messages displayed during Virtual Agent conversations and Agent Chat.

Create different Virtual Agent branding configurations for the various organizations that use your instance. These configurations apply to the web-based chat and mobile clients only.

Create different Virtual Agent branding configurations for the various organizations that use your instance. These configurations apply to the web-based chat and mobile clients only.

Use pre-chat survey information to determine the appropriate Virtual Agent conversation topic automatically displayed to end users (requesters), rather than prompting them to choose from a list of conversation topics.

Specify chat context variables, also called Live Agent chat variables, for storing chat-related information, such as pre-chat survey responses. These variables contain contextual information that can be used to determine topic intent or control how chats are routed to live agents. You can also define variables to capture contextual information passed in Virtual Agent topic scripts to share with live agents.

Use pre-chat surveys to capture preliminary information from a customer. You can define a configuration that determines the pre-chat survey to be presented to your customers. From the responses received, Advanced Work Assignment routes chat conversations to appropriate queues and groups.

Detect and mask sensitive information that is shared in Agent Chat or Virtual Agent conversations.

Configure the portals in which links to ServiceNow records in live agent and Virtual Agent conversations are opened, including links in output cards and cards for Virtual Agent notifications and AI Search results.

Link your Alexa account with your ServiceNow instance to retrieve information from your custom skill.

Once activated, AI Search configurations that are part of the Virtual Agent default chat experience become available. The AI Search Fallback setup topic controls the AI Search experience.

Activate your preferred Dynamic Translation provider and mark it as the default service for both translation and language detection.

When you activate the Google Dialogflow ES service in the Open NLU Drivers [open_nlu_driver] table, the service becomes available as an option in Virtual Agent NLU settings.

Install Virtual Agent plugins for your business areas. These plugins contain predefined conversations and Virtual Agent assets that help users with common self-service tasks, such as creating or updating cases or providing answers to frequently asked questions.

You can activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically activates other necessary plugins if they are not already active.

To use Power Virtual Agents with Virtual Agent Bot Interconnect, you must add the Direct Line security key as a credential in your Bot Interconnect instance.

Create and map an NLU model group and intent for the topic from Assistant Designer.

You can add nodeless NLU entities as input variables to a topic if NLU is enabled for Virtual Agent. These variables can be slot-filled from NLU service provider predictions or provided outside of the scope of the topic.

After you run and review a Topic Recommendations report, select the pre-built topics and suggested intents to add to Virtual Agent.

After activating Virtual Agent, you can activate additional plugins to enable other features for conversation design.

Natural language models help Virtual Agent to process human language based on context and your company's data. In this way, what the user needs can be more accurately matched with a corresponding topic. Virtual Agent supports large language models (LLMs) and Natural Language Understanding (NLU).

Use the contextual actions supported by Conversational Integration with Alexa to receive an appropriate response during custom chat integrations with Alexa.

Use the Alexa intents supported by Conversational Integration with Alexa to receive an appropriate response during custom chat integrations with Alexa.

Analyze the performance of Virtual Agent through preconfigured dashboards.

After creating the actionable notification for the Asset Refresh topic, go back into the notification and add content. This links the notification with the Virtual Agent topic that you created.

Enable your organization or brand to maintain constant engagement with end users. With Asynchronous Chat, your agents and end users can participate in long-running conversations without being online concurrently. Agents can also proactively contact users whenever there is useful information to share, such as important alerts or updates.

Use localization methods in your Virtual Agent scripts to ensure that the content can be translated. Localization methods are designed to show the original text when no translation is found. These methods can be applied to your code before you have created translations.

You can proactively deflect issues and expedite the resolution process for your agent and user with the Issue Auto Resolution (IAR) application. Through machine learning and Natural Language Understanding (NLU), users get immediate self-service and can access Virtual Agent topics, Knowledge articles, and catalog items.

Automated testing for your Virtual Agent topic flows uses the ServiceNow Automated Test Framework product through Assistant Designer. You can create and run automated tests through the Automated Test Framework to confirm that your topic flow works after making a change.

The Virtual Agent API supports environments that use multiple bots. In this situation, a primary bot communicates with third-party secondary bots, such as a ServiceNow bot.

Customize your chat interface with your own brand, including company logo and bot avatar, UI color schemes, fonts, and the chat support menu displayed to your users.

Customize your chat interface with your own brand, including company logo and bot avatar, UI color schemes, fonts, and the chat support menu displayed to your users.

Build your Alexa-hosted skill on the Alexa developer console. Building a saved Alexa skill model helps you prepare the skill for testing.

As part of the Vancouver release, the Dialog Acts feature expands natural language communication with Virtual Agent, leading to more fluid conversations between user and agent.

Virtual Agent for NLU features the ability to have multiple conversations at the same time, separated and directed by chosen context.

Virtual Agent provides several self-service options for your user that can help deflect tickets.

Use the Category page in the Conversational Analytics dashboard to view the performance of Virtual Agent (VA) topics by the selected topic category.

Set the application scope before you create or update a topic. For example, if you're creating ITSM topics, verify that you're in the ITSM Virtual Agent Conversations scope (and not the scope for the ITSM NLU (Natural Language Understanding) Model for Virtual Agent Conversations).

Configure the text in the Show me everything button displayed in the chat window to control the display of the initial greetings and the Show me everything button in Virtual Agent conversations. Edit the message in the System Properties [sys_properties] table, or in a copy of the Greetings setup topic.

The conversation transcript .txt file contains information used to troubleshoot individual conversations.

If you’re looking for Conversational Interfaces (CI) best practices, troubleshooting, or other implementation guidelines, select a feature or resource type to discover ServiceNow resources on other relevant websites.

The various ways in which your end users engage with virtual and live agents are called channels. In Conversational Interfaces, users and agents converse through channels that have specific communication modes: chat mode for real-time conversations and messaging mode for long-running conversations.

The various ways in which your end users engage with virtual and live agents are called channels. In Conversational Interfaces, users and agents converse through channels that have specific communication modes: chat mode for real-time conversations and messaging mode for long-running conversations.

Use the Conversational Interfaces Console to set up the basic chat features shared by Virtual Agent and Agent Chat.

Use the Conversational Interfaces Console to set up the basic chat features shared by Virtual Agent and Agent Chat.

You can use the Conversational Interfaces console and the Chat Settings option in the Home page to explore and configure general chat functionality and set up Virtual Agent and Agent Chat features.

You can use the Conversational Interfaces console and the Chat Settings option in the Home page to explore and configure general chat functionality and set up Virtual Agent and Agent Chat features.

Explore, implement, and maintain your Conversational Interfaces using a home-page or console experience. All the settings and configurations you need to set up and launch your interfaces, such as Virtual Agent and Agent Chat, are consolidated in the ServiceNow Conversational Interfaces console.

The default branding configuration includes the Virtual Agent bot, which has a ServiceNow avatar. To create a new bot with your own branding, create an active user profile for the bot and link it to a Live Profile.

The default branding configuration includes the Virtual Agent bot, which has a ServiceNow avatar. To create a new bot with your own branding, create an active user profile for the bot and link it to a Live Profile.

Use the Conversational Interfaces Guided Setup to create a personalized setup process for just the conversational interface features you need. The Conversational Interfaces Guided Setup starts with a survey and creates a personalized task list based on your survey responses.

Use the Conversational Interfaces Home page to install Virtual Agent and related plugins. Once installed, select a card to customize your bot or set up Agent Chat.

User sentiment analysis prepares agents for the tone of incoming conversations. Business rules can be created based on this value and agents can take appropriate actions on the chat, whether it comes from Virtual Agent, another live agent, or from a queue.

Conversational Interfaces reference topics provide shared technical descriptions of features that apply to Virtual Agent and Agent Chat, such as the Interactions table.

Claim a phone number to set up IVR (Interactive Voice Response).

Enable virtual agents to effectively manage their active Alexa chat conversations by automatically closing the conversations after they have been inactive for a preconfigured amount of time.

After installing the Conversational IVR with Amazon Connect application from the ServiceNow Store, the additional dependant plugins and spokes get auto-installed to enable other features for interactive voice response.

Configure your Alexa skill to talk to your ServiceNow instance.

Configure localization in Conversational IVR to use localization with Virtual Agent in other supported languages.

Use system properties to configure the functionality of the Conversational Analytics dashboard.

Configure your Alexa account to link it with your ServiceNow instance.

Install and set up the Conversational Integration with Alexa application to enable users to interact with a virtual agent.

Use the incident data from your organization to run simulations from the matching intents that the Issue Auto Resolution application based its predictions on from the case descriptions.

Set the chat widget as a messaging channel for asynchronous chat.

To enable the Conversational IVR functionality within your ServiceNow instance, you must utilize a third-party Contact Center application. One such option is Amazon Connect, which is part of the Amazon Web Services (AWS) platform. You must configure your organization’s AWS account prior to making it available for use in the Conversational IVR feature.

Change the preconfigured Virtual Agent default chat experience or create a custom chat experience for your users. You can configure setup topics, specify promoted topics, and if needed, change the search profile.

Configure a delivery channel for Virtual Agent notifications by specifying the messaging channel information to send notifications to users.

Use the intents, entities, and utterances defined in Google Dialogflow ES. Apply them as an NLU model for your Virtual Agent conversations.

You can configure multiple provider applications to support AI agents where there are multiple primary bots using Virtual Agent API and you need to distinguish between them.

Configure Natural Language Understanding (NLU) in Virtual Agent to identify the NLU service provider for your instance. You can also specify the languages of NLU models used during conversation design, based on the languages supported by your NLU provider and the ServiceNow AI Platform.

Specify the outbound endpoint URL to which the Virtual Agent responses are posted. Configure outbound authentication.

After you install the Virtual Agent API, navigate to the Scripted REST API resource to review the endpoint and set up authentication.

To use Google Dialogflow with Virtual Agent Bot Interconnect, the fourth step is to configure the connection in your ServiceNow instance.

Configure the credential and connection for your translation service.

Configure Amazon Connect service provider to integrate with Virtual Agent and use interactive voice response.

Virtual Agent provides optimized templates for the mobile experience. Configure a service portal to run Virtual Agent on a ServiceNow mobile application.

Configure Virtual Agent API to connect ServiceNow Virtual Agent and Live Agent with any conversational interface.

Configure the Virtual Agent features, components, and integrations that you need to provide support to your employees, IT teams, and customers.

Set up the IBM Watson Assistant topic to run dialog skills (conversations created in IBM Watson Assistant) in the web-based chat client. This topic returns information exchanged during the Virtual Agent conversation to IBM Watson Assistant.

Configure the IBM Watson Assistant Chat Integration to run a dialog skill (conversation) created in IBM Watson Assistant with the Assistant V2 API. The V2 API enables the Virtual Agent chat widget to run a topic that uses Watson Assistant's intent disambiguation feature to improve topic discovery.

Use the intents, entities, and utterances defined in IBM Watson Assistant and apply them as an NLU model for your Virtual Agent conversations.

Install and configure the Conversational Integration with Amazon Connect application to enable users to have a conversational voice response with Virtual Agent.

Send ServiceNow notifications directly to users via the Virtual Agent chatbot on supported messaging channels. Notifications can be simple informational messages for review, or actionable messages with buttons that users can select to perform certain actions.

Use the Conversational Integration with Alexa application to empower customers to engage with your business using their Alexa devices. The application connects a requester with a Virtual Agent using your company's Alexa account.

The Virtual Agent Designer is a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.

You can filter out conversation for a deeper understanding.

Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.

Reference topics provide descriptions about the Conversational Analytics dashboard roles and system parameters to configure the dashboard.

Conversational Analytics dashboard is installed with these roles.

Enable users to engage with live agents, virtual agents, or both using ServiceNow Conversational Interfaces. You can also use generative AI skills in your conversational experiences. These interfaces provide tools for creating and managing optimal conversational experiences for users in the chat channels that they prefer.

Create and define additional recipients for a Virtual Agent notification to be delivered on chat channels or messaging channels.

Create an Alexa-hosted skill using the Alexa developer console. Creating an Alexa skill helps you prepare to use the Alexa app.

Create an Amazon S3 bucket to store the files required for configuring Conversational IVR within your AWS account.

Create an AWS CloudFormation stack to provision all the infrastructure resources required to enable the Conversational IVR feature. You will be populating a template provided by ServiceNow that will then generate the required configuration.

To use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, create an authentication token in the secondary instance.

Create automated tests in Virtual Agent Designer and run tests regularly against ideal conversation topic flows. You can create multiple automated tests for a topic to capture different conversation flows for various situations such as ideal conversation paths or errors.

Use Survey Designer to build conversational questionnaires for gathering pre-chat information and post-chat feedback from end users. These questionnaires run in the chat client for Virtual Agent and Agent Chat.

Create a connection and credential in Virtual Agent Bot Interconnect (primary instance) to enable uploading of attachments in the secondary bot.

To use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, configure the connection and credential records in the Bot Interconnect (primary) instance.

Each Decision branch introduces additional workflows. After creating our main Asset Refresh workflow, we need to ensure that the user can get help if something goes wrong. In this example, we will help the user create an incident.

In our example, we must provide the workflow for the "more information" Decision branch. If the user wants to learn more before upgrading, we can point them to a specific KB article explaining how your organization's policy works.

Create an actionable notification to trigger the Asset Refresh Virtual Agent example topic you just created. The user will automatically receive the notification when it's time for them to order a new hardware asset.

Create the topic in Assistant Designer Asset library using topic blocks that come with the ITSM Virtual Agent Conversations plugin. When the user receives a notification that it's time to upgrade, they will be directed to this topic.

Create the inbound and outbound Amazon Connect contact flows to set up IVR (Interactive Voice Response).

To use Power Virtual Agents with Virtual Agent Bot Interconnect, you must create a JavaScript function in Microsoft Azure using the sample code files in Bot Interconnect.

To use Google Dialogflow with Virtual Agent Bot Interconnect, you must first create a new agent in Google Dialogflow.

To access topics in the Power Virtual Agents secondary bot, you must create at least one Virtual Agent Bot Interconnect topic.

Create a provider channel identity record to connect to your Alexa account.

Build small talk topics that let Virtual Agent engage in casual conversation with users. A small talk topic provides a response to a casual question that users might ask during a conversation, such as the time or date. A small talk topic can occur anytime within a conversation session and can be unrelated to the original conversation intent.

Create smart links to specify where a URL should open. For example, the URL could open in a new browser window, in a new browser tab, in the chat window, or in a pop-up window.

To use Google Dialogflow with Virtual Agent Bot Interconnect, the second step is to create a service account and private key for the new agent in Google Dialogflow.

Grant a ServiceNow user the required permissions to complete the Conversational Integration with Amazon Connect on the AWS Console.

Define a custom AI Search experience in a conversation using the AI Search topic block. You create a Search Application Configuration used by the topic block to control the AI Search results returned in the conversation. Or you can use the Search Application Configuration to control AI Search results in a custom chat experience.

Create a notification that is sent directly to users via the Virtual Agent chatbot. The notification specifies when users receive the notification (triggers for the notification) and who receives it (recipients with and without accounts in the User [sys_user] table).

Load the Virtual Agent chat widget interface in an external web page by using an inline frame element (iframe). You can also optionally enable the single sign-on (SSO) authentication process to run automatically for guest users who are using the chat widget and are not logged in.

To use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, you must create at least one shell topic in Bot Interconnect.

Use Virtual Agent Designer to create and modify Virtual Agent topics (conversations). Build your topic to meet a specific objective or goal, such as fulfilling a user's request or helping a user complete a task.

Use the Custom Events tab to view the list of custom events created for Virtual Agent.

The Issue auto-resolution tab helps you understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA.

Use Conversational Analytics dashboard to improve Virtual Agent (VA) interactions with users. The dashboard provides insights into conversational data, and helps you refine topics and improve the deflection rate of VA.

Debug Workflow Studio executions of your Virtual Agent Bot Interconnect and Virtual Agent secondary bot integration.

To generate Topic Recommendations, specify a default data source (ServiceNow table and field) and the conditions for filtering the data records.

Create the actions for a Virtual Agent chat or messaging channel to send actionable notifications.

Create the content for a Virtual Agent notification delivered in a chat or messaging channel.

Create the link actions for Virtual Agent notification content to be delivered in a chat or messaging channel as actionable notifications.

Use the pre-built deflection topic block in ServiceNow Virtual Agent to track the issues that Virtual Agent helped to resolve or actually resolved for a user. Incident deflection patterns and metrics can help you optimize and analyze the effectiveness of Virtual Agent.

Walk through the design of an example Virtual Agent topic that enables users to view incidents they submitted. The example highlights various design controls that can be used to build the conversation flow.

Domain separation is supported in the Virtual Agent application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Copy and publish a pre-built ITSM Virtual Agent Lite topic to deploy it to your users.

Enable a combination of language detection and machine translation for Virtual Agent to improve the chat experience for diverse users. You can designate fallback languages for locales or dynamically translate languages that are not professionally localized or are not supported in topic discovery.

A Virtual Agent admin user can edit and publish translations directly in Virtual Agent Designer.

Edit your custom messages to ensure that your conversations are optimized for Conversational IVR.

Enable asynchronous mode on the secondary ServiceNow Virtual Agent instance to use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect.

The ServiceNow platform supports several languages, but you can enable dynamic machine translation for additional languages in Virtual Agent.

Enable Dynamic Translation for one or more languages in Chat Settings for Virtual Agent.

If you plan to use language-specific NLU models, you must enable the installed languages in the Supported NLU Languages list. A language is enabled if the Enabled column displays true. English language is enabled by default.

Enable live agent connection on the primary instance to route an interaction to a live agent on the secondary instance.

Enable ServiceNow Otto in Virtual Agent API to support generative AI skills across multiple provider channels.

Enable public access to the standard chat Virtual Agent chat widget for portals.

Enable synchronous mode on the secondary ServiceNow Virtual Agent instance to use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect.

Enable Virtual Agent notifications so that your end users can receive notifications in supported Virtual Agent channels.

Enroll the user Soft PIN and Device in your ServiceNow instance to setup callback authentication.

Virtual Agent can automate many workflows, and a number of common solutions are available when you install Virtual Agent and related plugins, such as ITSM Virtual Agent Conversations.

Use the ServiceNow Virtual Agent API app to integrate any chat interface or a bot with ServiceNow Virtual Agent or Agent Chat. The app is available from the ServiceNow Store.

The Conversational Interfaces applications enable your users to engage with live agents, virtual agents, or both. These interfaces provide tools for creating and managing optimal conversational experiences for your users, in the chat channels that they prefer.

Use this application to build an integration with Amazon Connect. This allows your users to initiate an IVR (Interactive Voice Response) conversation with Virtual Agent. This integration also allows the user to connect with an agent using Advanced Work Assignment (AWA) over SoftPhone.

After creating topics with the basic Virtual Agent Designer controls and scripting, you can also enhance conversation functionality and topic maintenance by using additional Virtual Agent features.

The ServiceNow Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. Automated conversations help users obtain information, make decisions, and perform common work tasks with Virtual Agent.

Use the following formula override example to craft your own formula overrides.

Funnels provide cumulative filtering of conversation flows. Using funnels, you can identify whether your conversation flows are performing effectively when users chat with Virtual Agent.

To use Google Dialogflow with Virtual Agent Bot Interconnect, the third step is to generate a JKS file from the JSON private key you created in the previous step.

To use Power Virtual Agents with Virtual Agent Bot Interconnect, you must locate and copy the Direct Line security key in your Power Virtual Agents account.

Get the Alexa Skill ID from your Alexa developer console after configuring the skill. The Skill ID is the Alexa identifier for the application.

Get updates to the Conversational Analytics dashboard from the ServiceNow Store.

To get recommended topics based on your data, configure analysis reports, run the reports, and then review the results. You can either add new topics to Virtual Agent or link a recommendation to an existing topic.

Set properties to hide or reveal the Show me everything button in Virtual Agent conversations that use NLU/Keyword (Natural Language Understanding) topic discovery.

You can choose to ignore a topic recommendation by hiding it. Doing so hides it for everyone on the instance. You can still view hidden recommendations and show it again later.

Understand how Virtual Agent returns intents and how it selects which intents to show to the user.

Learn about the different configuration settings that you can use for the Issue Auto Resolution (IAR) application. For example, you can see the status of your Issue Auto Resolution configurations and decide to turn off or edit each configuration setting to fit your organization's needs.

Admin users can initiate a chat conversation to troubleshoot the settings and functionality of Issue Auto Resolution if an issue arises that wasn't addressed as expected.

Create and maintain NLU model groups and intents that map to your conversation topics in Virtual Agent. You can create and edit model groups in NLU Workbench or from topics in Virtual Agent Designer.

You can install the Conversational Integration with Alexa application (sn.va.alexa) if you have the admin role. The application installs the related ServiceNow Store applications and plugins if they are not already installed.

You can install the Bot Interconnect application if you have the admin role. The application is available from the ServiceNow Store.

You can install updates to the Topic Recommendations application (com.snc.va_topic_recommender) if you have the admin role.

Install Conversational IVR with Amazon Connect application, to use interactive voice response (IVR) with Virtual Agent.

Install the Virtual Agent API app to integrate any chat interface or a bot with ServiceNow Virtual Agent or Agent Chat.

Various types of components are installed with activation of the Glide Virtual Agent [com.glide.cs.chatbot] plugin, including tables and user roles.

Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. They are engaged in web portals, Now Mobile apps, and messaging applications.

Entity extraction is supported on ServiceNow NLU models for specific languages only. The remaining languages support intent matching only. If you are using IBM Watson Assistant, supported languages vary.

Link Alexa events using your macOS Terminal to complete the Alexa account linking process with your ServiceNow instance.

To access topics in the Google Dialogflow secondary bot, you must create at least one Virtual Agent Bot Interconnect topic.

Instead of creating a new topic from a topic recommendation, you can link it to an existing topic. This lets Virtual Agent know that you have a topic that addresses the recommendation.

Link your ServiceNow account using your Alexa mobile application.

Use chat context variables to pass certain information from the topic to share with a live agent or to control how bot conversations are routed to live agents. Virtual Agent includes some default variables, and you can define new ones.

Use chat context variables to pass certain information from the topic to share with a live agent or to control how bot conversations are routed to live agents. Virtual Agent includes some default variables, and you can define new ones.

Assign localization roles according to a user's scope in the localization process. Users may request translations, fulfill translation requests, and edit translations, based on their role.

Customize the IVR integration-specific keywords that are provided by default for better conversation in another language with the Virtual Agent.

The ServiceNow platform provides several methods for localizing Virtual Agent conversations, depending on your needs. Use the Localization Framework to manage all aspects of the translation process, whether you are using machine translation, a third-party provider, or both.

Run reusable test cases of your published topics using the Automated Test Framework through Virtual Agent Designer to identify performance issues and prevent regressions before production.

Use these applications to help streamline communications and manage work assignments and interactions.

Map a Virtual Agent topic to a secondary model in the model group or to a standalone, single-language NLU model for each supported language.

Test and modify the Virtual Agent models so they more accurately predict user intents.

View, test, and modify NLU utterances for a Virtual Agent topic on the NLU Intent tab in Virtual Agent Designer.

Virtual Agent provides optimized templates for the mobile experience. You can view and modify the style sheets in the Adapter Cards [sys_cs_adapter_card] table.

Use the Conversational Interfaces Home page to monitor the performance of recent Virtual Agent conversations or test your bot. Plugin update notices will alert you when a feature update is ready.

The ServiceNow platform provides several methods for serving your international Virtual Agent users, regardless of their language and locale. Professionally localize your conversations, use dynamic machine translation, or a combination of the two.

When you map a topic to a multilingual model group in Virtual Agent Designer, the topic mappings for enabled languages are set up automatically.

Give Virtual Agent the capability of recognizing natural variations on yes and no from the user, such as sure or nope. By defining a range of boolean responses as affirmative or negative, Virtual Agent doesn't have to prompt the user to restate their preference.

ServiceNow model groups help you to manage the localization of both topics and Natural Language Understanding (NLU) models more easily. You can map Virtual Agent topics to a new or existing model group directly from Virtual Agent.

Use globally defined NLU entities to identify system information that Virtual Agent can extract from the conversation. You can define entities as "nodeless" input variables for a topic. These variables can be slot-filled from NLU service provider predictions or provided outside of the scope of the topic.

Use the NLU Prediction tab to see how well NLU predicts intents, and to improve the intents so NLU makes better predictions.

Migrate your Natural Language Understanding (NLU) and keyword Virtual Agent topics to large language model (LLM) topics in phases. You can improve topic discovery without disrupting conversations that already work.

Use the Overview tab to view key indicators that help you evaluate the performance of Virtual Agent.

Prebuilt Virtual Agent conversations (topics), reusable topic blocks, and ServiceNow NLU models are available for the Virtual Agent platform and various business applications, such as Customer Service Management, HR Service Delivery, IT Service Management, and more.

To enable dynamic machine translation, install ServiceNow language plugins and Dynamic Translation plugins. Then configure Dynamic Translation for your instance.

View and update the provider properties available for Amazon Connect

Virtual Agent Lite comes pre-installed, so all you have to do to try it is activate the ITSM Virtual Agent Conversation Topics Lite plugin and set it up.

If you need to translate many Virtual Agent topics across multiple models at one time, you can use the [sys_cs_topic] table list view to request translations.

Generate a report that analyzes a given data source and identifies the appropriate Virtual Agent pre-built topics that you can implement. For intents that do not have matching pre-built topics, the report identifies the user intents (topics) that you can create.

Use scripts to override the default formulas used to create the analytics on the Conversational Analytics Dashboard.

Create custom events and monitor them in the Conversational Analytics dashboard.

Set up deflection settings to create deflection configurations and deflection patterns that you can map to deflection topic blocks in Virtual Agent conversation topics. These deflections help you to track the issues that Virtual Agent helped to resolve or actually resolved for a user.

You can configure Message Authentication for the Virtual Agent API instead of Basic or OAuth. Message Authentication involves configuring either Static or Hash tokens, setting up Provider Authentication, and setting the channel identity.

Add enhanced natural language handling for boolean user responses to your Virtual Agent environment. If you're using additional languages or third-party NLU providers, specify the model and intents that define variations in yes/no utterances for your bot.

Set up custom events and formula definitions to create more targeted analytics.

Set up the Conversational Integration with Alexa application so that you can engage customers in conversations with bots.

Set up the Amazon Connect spoke to integrate your ServiceNow instance with Amazon Connect.

Configure Conversational IVR with Amazon Connect application to store the conversation between the agent and the user over Softphone as a transcript.

After the installation and configuration of Amazon Connect, you must sync agents to enable live transfer. You can sync agents stored in Amazon Connect with the agents on your ServiceNow agents.

Define a token in your ServiceNow instance to set up a message authentication with your Alexa account.

You must configure the authentication level for how the end-user can be authenticated to be the logged-in ServiceNow user using Voice.

Provide language locale support by specifying a fallback language for Virtual Agent to use for topics, keywords, and NLU prediction. For example, the ServiceNow platform doesn't support Mexican Spanish (mx-es), but it does support Spanish (es), which you can designate as the fallback language for a better user experience.

Use the multiple active conversations system, in combination with defined context values and a default portal, to handle concurrent conversations with Virtual Agent.

Avoid failures when performing automated tests for topics in Assistant Designer by controlling which inputs that you want to run as part of a test case.

Send notifications and other Virtual Agent messages through as many portals as desired.

Use consumer account context values to define where Virtual Agent messages are directed by default when using the multiple active conversations feature.

Use context values to determine which portals receive certain messages and notifications for users in that portal.

Test your Alexa skill using the Alexa simulator and developer account once the installation is complete and the skill is built.

After you create or modify a Virtual Agent chat experience, you can test (simulate) it to verify that it works as expected.

Test a translated Virtual Agent topic and the localized NLU model to ensure that it works as expected in a conversation.

Test your Alexa skill using the Alexa Echo or Echo Show screen device.

Test your Alexa skill using the Alexa mobile app.

Test topic discovery with Google Dialogflow and Virtual Agent in the Virtual Agent Designer interface.

Run a pre-built IT Service Management (ITSM) Virtual Agent Lite topic to decide whether you want to deploy it to your end users.

Topic blocks are reusable components that you can create to run common tasks and conversational elements in Virtual Agent conversations. Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics.

Use the Topic Details page in the Conversational Analytics dashboard to view key performance indicators of Virtual Agent (VA) topics.

Recommended topic and intent cards display the status of the recommendation, allowing you to track them more easily over time.

Use the Topic Recommendations page to run analysis reports, view recommendations, add topics to Virtual Agent, or link a recommendation to an existing topic.

Use the Spokes indicators to view details such as spoke usage, spoke actions, and subflows for the selected spoke.

Use the Topics tab in the Conversational Analytics dashboard to identify the best and underperforming topics.

The Topic Recommendations app provides two main pages: a configuration page and the Topic Recommendations page, where you find any recommended topics.

Use the Topic Recommendations settings page to configure analysis reports based on your ServiceNow data.

Investigate and resolve unexpected behavior with Topic Recommendations, or find answers to common questions.

Use the NLU Intent tab to train and try a Natural Language Understanding (NLU) model that is mapped to a topic without leaving Virtual Agent Designer.

Manage live chat support, including the chat support interface used when a Virtual Agent conversation is transferred to a live agent.

You can transform Virtual Agent API request and response into supported formats through the scripted extension points provided in Virtual Agent API.

You can unlink a topic recommendation from a topic. This lets you link it to a new or alternate topic.

Use URL navigation settings to specify where and how chat links open. You can configure certain links to open in a specific portal. You can also specify the link target, such as a popup window.

The Usage tab provides usage information related to conversation type, language used in the conversations, and engagement rate of actionable notifications delivered by Virtual Agent (VA).

Use the ServiceNow Localization Framework to manage the process of localizing Virtual Agent conversations that use Natural Language Understanding (NLU).

Use the ServiceNow Localization Framework to manage the process of localizing Virtual Agent conversations and keywords.

Use ServiceNow Virtual Agent as a secondary bot in synchronous or asynchronous mode with Bot Interconnect.