Itsm Virtual Agent

Enable support for dialog intelligence in ITSM Virtual Agent to let the Virtual Agent dynamically react to user utterances and modifications during your conversation.

ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Online. Using the Manage Meetings EXO v1.0 topic, you can schedule, reschedule, and cancel a meeting.

You can enable AI Search as a fallback mechanism in Issue Auto Resolution when there are no matching intents found for the incident.

ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Server. Using the Manage Meetings EXS topic, you can schedule, reschedule, and cancel a meeting.

The ServiceNow ITSM Virtual Agent provides assistance through conversations within an intelligent messaging interface.

Notify employees of pending tasks and incident alerts with notifications from ITSM Virtual Agent.

Send interactive messages to an employee through Virtual Agent, based on pending tasks or alerts. Deflect some of the most common ITSM incidents to ITSM Virtual Agent, reduce incident volume to Service Desk, and help employees discover ITSM Virtual Agent as a resolution channel.

End users can perform password reset, password change, and account unlock actions using Virtual Agent conversations.

Proactively deflect common ITSM incidents to ITSM Virtual Agent. Initiate a conversation with an end user after they submit an incident through a non-conversational service channel, if an existing ITSM Virtual Agent conversation can resolve the issue.

You can use the pre-built deflection topics and topic blocks in Virtual Agent conversations to track the incidents that ITSM Virtual Agent helped to resolve.

Fulfiller topic conversations are designed specifically for ITSM professionals with the itil role. These pre-built topics include resolving an incident, creating a problem, and updating data in the system.

IT Issues topic conversations are designed to automate common IT-related issues, such as email setup, VPN connectivity, and conference room problems.

Notify employees when Virtual Agent finds a topic that matches the end user's intent.

Use Virtual Agent to notify employees when their password is about to expire.

Notify users when a change is made to a virtual machine (VM) instance.

Self-Service topic conversations are designed to give users to access IT-related information, such as open or check IT ticket status, verify assigned equipment, and Knowledge Base search.

Use pre-built setup topics to create a standard welcome greeting and a conversation closing. In addition, setup topics can provide user feedback and surveys, as well as error handling.

Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search.

ITSM Virtual Agent Lite includes several prebuilt, read-only topic conversations you can use to set up a virtual agent for your end users.

Access a pre-built subset of ITSM Virtual Agent features to quickly and easily implement a virtual agent for your end users. ITSM Virtual Agent Lite offers an introductory collection of conversation topics for IT support.

You can use ITSM Virtual Agent to support and scale your IT organization. With ITSM Virtual Agent, your technicians can address more challenging IT-related user requests and incidents.

Users can reset any Citrix desktop or application session using Virtual Agent conversation flows. Users can also provision a Citrix desktop or application.

ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Online. Using the Manage Meetings EXO topic, you can schedule, reschedule, and cancel a meeting.

ITSM Virtual Agent helps you manage Microsoft Active Directory distribution lists using actions in conversation flows.

ITSM Virtual Agent helps you manage Microsoft Office 365 Groups using actions in conversation flows.

ITSM Virtual Agent helps you manage a virtual machine (VM) using conversation flows. With this conversation flow, you can start, stop, terminate, describe, and provision a virtual machine.

Set up the ITSM Virtual Agent features and components that you need to provide support to your employees, IT teams, and customers.

Administrators and users with the virtual_agent_admin role can enable system notifications, trigger Workflow Studio flows for actionable notifications topics, and activate notifications in Virtual Agent.

Administrators and users with the Virtual_agent_admin role can install and activate the Agent Client Collector Spoke plugin. Developers can update scripts and configure commands as needed for their organization.

Users with the virtual_agent_admin or admin role can configure Virtual Agent settings to indicate discoverable topics, set business rules, and more.

Setup ITSM Virtual Agent Lite using to use the read-only, pre-built conversation topics for your most common ITSM self-service cases. For example, you can connect your users with a virtual agent to check ticket status, search the knowledge base, and report an issue.

You can create and publish conversation topics in Virtual Agent Designer if you have administrator roles.

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

Notify employees of approvals for requests with notifications from ITSM Virtual Agent.

Notify employees of Service Catalog tasks and alerts with notifications from ITSM Virtual Agent.